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BSOA III - Retail Servicing Customer Support

Basic Function:


This area is primarily responsible for the M&T's correspondence process for mortgage and consumer lending. These functions will include responding to emails, correspondence and following up on closed tasks for Retail Loan Servicing.?


Job entails responding to these communications; including outbound phone calls to customers to explain resolution.? The incumbent must be able to produce effective email communication to customers, and be able to communicate verbally in ways that avoid additional escalation / result in customer satisfaction.


Team is located in the Millsboro Delaware Operations center at M&T Bank.


Responsibilities:


????????? Complex Data Entry Updates/Analysis and Interpretation related to the research and response to customer inquiries (mail and email) on Mortgage and Consumer Lending Products.


????????? Non Standardized Document Review and Validation related to the research and response to customer inquiries (email and task completion) on Mortgage and Consumer Lending Products.


????????? Intermediate Document Review and/or Preparation required to the research and response to customer inquiries (email and phone calls) on Mortgage and Consumer Lending Products.


????????? Respond to or Initiate Non Standardized Requests related to the research and response to customer inquiries (email and task completion) on Mortgage and Consumer Lending Products.


????????? High Complexity Non Standardized Level Research related to the response to customer inquiries (email and task completion) on Mortgage and Consumer Lending Products.


????????? Intermediate Level Analysis and Reconciliation needed to support response to customer inquiries (email and task completion) on Mortgage and Consumer Lending Products.


????????? Non Standard Exception Processing needed to complete research and response to customer inquiries (mail and email) on Mortgage and Consumer Lending Products.


????????? Customer Contact (internal/external) - Frequent verbal and written communication contact is required related to the research and response to customer inquiries (email and task completion) on Mortgage and Consumer Lending Products.


????????? Customer/Vendor Interaction - works with and assists or performs QC of offshore vendors who are processing work on behalf of M&T.? Is also required to interact with other areas of mortgage and consumer lending servicing to obtain information to respond to customer requests.


????????? Responsible for performing tasks in a manner that is compliant with applicable laws and regulations that apply to the business line the position support, such as RESPA, FDCPA and other applicable mortgage servicing regulations.


????????? Proficient in the use of multiple systems, business and product line knowledge.


????????? Reviews & draft procedures


????????? Performs cross training


????????? Drafts manual communications (email and some letters) to customers.


????????? Interacts with internal/external partners and management to compile responses to customer requests.


????????? Performs other duties as requested by management.


Basic Qualifications:


????????? Associate's degree and 1 year general work experience


????????? In lieu of degree, 3 years of general work experience


????????? Proven customer service experience (Internal / External)


????????? Proficiency with personal computers, as well as, pertinent spreadsheets / word processing software.


????????? Demonstrated excellent verbal and written communication skills


????????? Demonstrated complex problem solving skills.


About M&T


At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T.? As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.?



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'Relevant Military Experience is Desired'


Job Posting: ?Aug 23, 2018, 8:12:09 AM
Unposting Date: ?Ongoing
 

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