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  • Cheektowaga, NY

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Customer Experience Advocate

M&T Bank • Cheektowaga, NY

Posted 12 days ago

Job Snapshot

Other Great Industries

Job Description

Responsible for partnering with Business Banking and Commercial Banking to identify customer experience opportunities and potential risks through an extensive analysis and understanding of complaint reporting, customer experience data, and industry benchmarking information. Drive and influence action to address these identified customer experience opportunities and mitigate potential risks and manage accountability of this work through to completion. Partner with Compliance, Legal and Operational Risk in this effort as needed.
Primary Responsibilities:
  • Build a strong culture of collaboration with Business Banking, Commercial Banking, Compliance, Legal, and Operational Risk to prioritize the most impactful enhancements and opportunities, resulting in an improved customer experience.
  • Understand and analyze complaint reporting, customer experience data, and industry bench-marking to identify risks and opportunities for improvement.
  • Manage Complaint Management Program sustainability by developing and coordinating communications and training to customer-facing teams, and by providing oversight of business line procedures and controls.
  • Manage organized process improvement efforts to include coordination of multiple resources across divisions and departments and facilitation of team-based process improvement projects.
  • Consult and provide expertise on various initiatives such as new products or services, recovery, and acquisitions.
  • Partner with marketing teams to complement and measure success of applicable campaigns.
  • Direct and monitor resources which may or may not include direct supervisory responsibilities, but rather participants' project activities to ensure completion of project(s).
  • Responsible for directing the most complex, critical and highly visible projects for division and/or bank wide in size. Will facilitate project meetings,tracks issues and resolution.
  • Develop a thorough and expert understanding of the business and its functions, processes and operations.
  • Keep abreast of business and market trends that may affect the business/department.
  • Define and participate in the achievement of short and long-term business objectives.
  • May be involved, to some extent, in some or all of the following: (i) setting policy or developing and overseeing the implementation of procedures or controls related to compliance requirements within the overall business processes; (ii) directly or indirectly monitoring functions that, on a day-to-day basis, ensure that the procedures and controls are functioning as designed (e.g., reviewing and resolving exception reports or ensuring that exception reporting is occurring and/or providing reporting and trending of data for management), (iii) developing training of business line personnel regarding procedures and controls designed to ensure compliance with laws and/or regulations, (iv) performing or overseeing embedded compliance self-testing, or (v) managing examinations or audits involving regulatory matters and any resultant corrective actions.
  • 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.

Scope of Responsibilities:
The position requires substantial interaction with internal contacts at senior management level, as well as external contacts in order to obtain pertinent information. The position acts as liaison between department and other bank personnel on various projects.

Education and Experience Required:
Bachelor's degree in a business related field

A minimum of 5 years' relevant experience

In lieu of degree, nine years of relevant experience.

Excellent oral and written communication skills.

Strong analytical ability and creative problem solving skills.

Education and Experience Preferred:
Advanced degree and a minimum of 7 years of experience preferred.

Highly skilled at building relationships and collaborating with others at all levels of the organization.

Strong ability to facilitate change.

Strong ability to lead by influence.

Ability to interact effectively with all levels of personnel.

Excellent project management and process management skills.

Passion for customer service and improving the customer experience.

Ability to perform in a high pressure and deadline driven work environment

Ability to identify process improvements.

Excellent knowledge of Windows and PC software programs.

Banking industry experience preferred.

Previous supervisory/management experience preferred.

Job ID: R03625
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