Banking Services Operations Associate IV - Retail Servicing Escalations
M&T Bank · Millsboro, DE · 2 days ago
$20.55–$34.25/hrFull-time
Primary Responsibilities
- Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge.
- Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences.
- Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed.
- Create written communications to customers.
- Complete quality control of offshore vendors who are processing work on behalf of the Bank.
Scope of Responsibilities
- The position works under minimal supervision and adheres to metrics and service level agreements.
Education and Experience Required
- Associate's degree and a minimum of 1 year customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or customer service experience, including a minimum of 3 years’ customer service experience.
- Proven customer service experience.
- Proficiency with personal computers as well as pertinent spreadsheet and word processing software.
- Strong verbal and written communication skills.
- Strong problem-solving skills.
Education and Experience Preferred
- Bachelor’s degree.
- Mortgage Servicing experience.
- Knowledge of RESPA requirements.
Pay
The pay range for this position is $20.55 - $34.25 Hourly (USD).