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  • Wilmington, DE

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Commercial Service Support Associate

M&T Bank • Wilmington, DE

Posted 27 days ago

Job Snapshot

Full-Time
Other Great Industries
Other

Job Competition

8

Applicants

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Job Description

FUNCTION:
• This position serves as the first line of defense, adhering to the necessary controls, to mitigate unnecessary exposure to risk.
• Provide customer support by servicing the needs of existing and prospective customers, ensuring efficient delivery of superior customer service.
• Assist with the administration of Commercial products and services and with the resolution of operational problems.

Position Responsibilities:
• Partner with the Commercial Relationship Management team, the Internal Relationship Support team, the Relationship Data Administrator team, and Commercial Service team to ensure the overall customer experience is positive.
• Escalate problem situations to Commercial Support Team Supervisor. Report customer complaints to the Office of Customer Advocacy when appropriate.
• Act as the liaison between the customer and the Relationship Manager, responding to questions and resolving problems by coordinating with internal partners.
• Coordinate the loan closing process to ensure that all necessary documentation is efficiently and accurately prepared and collected, adhering to the guidelines governing Conditions of Approval.
• May accompany Relationship Manager to the loan settlement.
• Complete loan fee workbook as required to ensure that all associated loan fees are collected and processed in a timely manner.
• Following loan closing, ensure that loan documentation is submitted according to procedures and is accurately reflected on the bank-wide systems.
• Work in conjunction with the Relationship Data Administrator team to maintain the regional closing calendar.
• Maintain commercial customer records, both paper and electronic versions, including but not limited to maintenance of up-to-date information/knowledge regarding accounts, products/services, financial relationships, previous problems, etc.
• Assist the KYC Officer and Relationship Manager with the BSA/AML/KYC process, adhering to deadlines.
• Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquiries.
• Assist commercial customers with deposit and loan servicing needs.
• Monitor bank reports for discrepancies and take appropriate action based on the nature of the issue. Seek guidance from Commercial Support Team Supervisor when appropriate.
• Coordinate the clearance of delinquent documents and other exceptions with appropriate areas.
• Review and approve overdrafts up to established limit.
• Research and resolve overdrafts with customer, seeking overdraft approval from bank employees with the appropriate level of lending authority when necessary.
• Some reports being monitored include: portfolio delinquencies, past dues, exception pricing, overdrafts, KYC, STOC, account servicing, and other reports when necessary.
• Attend regularly scheduled departmental training calls to maintain current knowledge of Commercial Products and refer potential sales to Commercial Sales Team.

Minimum Qualifications Required:
• Associate's degree and a minimum of 1 year customer service experience in Banking Operations, Retail or Credit in lieu of a degree a combined minimum of 3 years higher education and/or work experience including 1 year customer service experience in Banking Operations, Retail or Credit.

Ideal Qualifications Preferred:
• We encourage candidates with relevant military experience to apply.

Job ID: 3DLSX
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