Overview:

The Commercial Deposit Support Specialist (DSS/CDSS) serves as a central point of contact, delivering exceptional support to ensure seamless management and servicing of commercial deposit accounts. This role requires an in-depth understanding of commercial deposit products, comprehensive legal documentation, operational systems, and customer needs, to provide tailored solutions and maintain a high level of client satisfaction.

This role combines a client-focused mindset, and a commitment to operational accuracy, technical expertise, minimizing risk to customers and the bank, contributing to the overall success and trust of the bank’s commercial deposit services.

Primary Responsibilities:

• Act as the primary contact for deposit servicing, maintaining strong relationships with clients and internal partners. Provide cross-regional support as needed.
• Handle account openings, maintenance, and service requests (e.g., stop payments, fee waivers, wires, transfers). Ensure compliance with documentation and disclosure requirements.
• Act as the first line of defense by authenticating users, monitoring suspicious activity, and supporting fraud recovery efforts. Escalate issues and ensure timely resolution.
• Lead Bank Secrecy Act (BSA)/Anti-Money Laundering (AML)/Know Your Customer (KYC) processes, validate entity documentation, and ensure regulatory compliance. Maintain accurate customer records and resolve documentation infractions.
• Understand Treasury Management products and identify opportunities to support client needs. Collaborate with Treasury Management Consultants (TMC) and Relationship Managers (RM) to enhance client onboarding and product adoption.
• Monitor reports, resolve discrepancies, and support system outages. Maintain data integrity and adhere to internal policies and procedures.
• Capture and escalate client feedback. Conduct root cause analysis for complaints and ensure follow-up.
• Open and monitor restricted accounts to ensure proper usage and compliance with required restraints.
• Process transactions in source systems during outages to minimize customer impact.
• Support specialty commercial business lines with additional responsibilities as needed.
• 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 belonging 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:
As a key resource for internal and external stakeholders, the specialist proactively manages account servicing requests, resolves complex issues efficiently, and supports operational excellence. Additionally, the position upholds the bank’s risk management framework by adhering to regulatory and procedural controls, acting as a first line of defense to safeguard the organization from unnecessary exposure to risk.

Supervisory/Managerial Responsibilities:
None

Education and Experience Required:
Associate’s degree, with a minimum of 3 years related experience (Financial/Banking Industry, Customer Service etc.) OR in lieu of a degree, a combined minimum of 5 years higher education and/or work experience, including a minimum of 3 years related experience.

Professional and clear written/verbal communication skills and attention to detail are necessary to deliver high quality service, while ensuring accuracy and timely completion.
 

Education and Experience Preferred:
Bachelor's Degree
Excellent attention to detail.
Excellent verbal and written communication skills.
Ability to take initiative to work independently and as a team member.
Self-motivated, well-organized individual.
Ability to function professionally at many different levels (clients, management, and peers).
Strong interpersonal skills necessary for business partner relationships within and outside organization.

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