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  • Millsboro, DE 19966

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Banking Services Operations Associate III - Retail Servicing Customer Support

M&T Bank • Millsboro, DE

Posted 21 days ago

Job Snapshot

Full-Time
Other Great Industries
Other

Job Description

Overview:
Responds to written and email correspondence from mortgage and consumer lending customers. Completes outbound phone calls to customers as required to explain resolution to their correspondence.

Primary Responsibilities:
  • Research and respond to customer inquiries (mail and email) on Mortgage and Consumer Lending products.
  • Review documentation and records to gather the information necessary to respond to the inquiries; seek assistance from more experienced personnel for more complex issues.
  • Work with and assist or complete quality control of offshore vendors who are processing work on behalf of the Bank.
  • Interact with other areas of Mortgage and Consumer Lending servicing to obtain information to respond to customer requests.
  • Complete activities in a manner compliant with applicable laws and regulations, such as RESPA (Real Estate Settlement Procedures Act), FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage servicing regulations.
  • Develop a proficiency in use of pertinent multiple systems and knowledge of Mortgage and Consumer Lending business and product lines.
  • Review and draft related procedures as requested.
  • Draft manual communications (email and some letters) to customers.
  • Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management.
  • Promote an environment that supports diversity and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
  • Complete other related duties as assigned.


Education and Experience Required:
Associate's degree, or in lieu of a degree a combined minimum of 2 years' higher education and/or work experience
Proven customer service experience
Proficiency with personal computers as well as pertinent spreadsheet and word processing software
Demonstrated verbal and written communication skills
Demonstrated problem-solving skills

Education and Experience Preferred:
Bachelor's degree
Minimum of 2 years' credit bureau or collections experience
Mortgage Servicing experience
Knowledge of RESPA requirements

Job ID: R01847
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