Overview:

Serves as the main point of contact for inbound phone calls/emails from branch personnel pertaining to identification, research and resolution of financial transactions inquiries and discrepancies.  Maintains high levels of customer services for a variety of routine topics. Facilitate timely conveyance of communications and documentation to appropriate parties to ensure efficiency and risk mitigation.

Primary Responsibilities:

• Receive and respond to questions and inquiries via incoming calls and emails from the branch network and various business partners; provide excellent customer service using acquired knowledge.
• Escalate cases of potential internal fraud to higher management.
• Work with customers and/or business partners to resolve product issues, customer problems and more complex inquiries originating in the branch network.
• Create general ledger and customer transactions in an accurate and efficient manner as required; approve general ledger and customer transactions completed by peers.
• 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:

This position works independently under general supervision.

Education and Experience Required:

High school diploma or equivalent (GED) and a minimum of 3 years’ work experience

Education and Experience Preferred:

Knowledge and understanding of Centralized Branch Operations (CBO) reconciliation processes and branch procedures in assigned function

In-depth understanding of all branch operations, policies and procedures including front and back-end transaction processing and work flow

Proven verbal and written communication skills

Knowledge of branch procedures, including those related to security, audits and internal controls

Self-motivated

Well-organized

Proven time management skills

Proven prioritization skills

Proficiency with personal computers as well as pertinent spreadsheet, word processing and email software

Ability to work under critical time constraints

Location