Call Center Outreach Manager

About the Role

Responsible for directing the day-to-day activities for a unit, managing approximately 10 FTEs or fewer employees covering diverse disciplines and/or complex functions.

Responsibilities

• Oversee the daily activities of a unit of employees to meet departmental objectives.
• Direct staff in customer service, collections, or account servicing techniques as applicable.
• Resolve disputed transactions in a timely and cost-effective manner.
• Negotiate effectively on customer calls.
• Compile month-end data for management distribution and decision-making.
• Serve as an integral member of the portfolio acquisition team, directing the onboarding of acquired loans.
• Evaluate unit processes, procedures, and policies to increase operational efficiency.
• Understand and adhere to the Company’s risk and regulatory standards, policies, and controls.
• Design, implement, maintain, and enhance internal controls to mitigate risk.
• Identify risk-related issues needing escalation to management.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of audit points and regulatory issues.
• Complete other related duties as assigned.
• Exercise managerial authority concerning staffing, performance appraisals, promotions, salary recommendations, performance management, and terminations.

Scope of Responsibilities

Manages workflow of medium complexity and risk exposure, acting largely independently. External contacts include customers, vendors, and outside agencies. Has charge-off authority within established levels.

Supervisory/Managerial Responsibilities

Manages a team of professionals, including people, budget, and planning.

Qualifications

• A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment.
• 1 year of work leadership or supervisory experience.
• Excellent customer service skills with the ability to use tact and diplomacy.
• Strong knowledge of relevant spreadsheet, word processing, and presentation software.

Preferred Qualifications

• Bachelor's degree.
• Excellent oral and written communication skills.
• Strong knowledge of departmental systems, documents, and procedures.

Pay

The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location: Getzville, New York, United States of America