Overview:

This position directs the daily workflow of the System Updates Team within Loss Mitigation Department with between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing the closing process.

Primary Responsibilities:

Supervise and coordinate daily workflow of the System Updates Team to ensure loans are closed timely and in accordance with Investor and Regulatory guidelines

Resolve complex problems arising out of customer account management, either directly or through subordinate staff

Provide leadership, guidance, feedback and training to staff

Communicate and enforce operational and procedural changes to ensure compliance with M&T and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department

Participate in or facilitate process innovation and special projects as assigned by division management

Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite

Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis

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

Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations

Scope of Responsibilities:

Works under minimal supervision.  Must use independent judgment and discretion in the day-to-day supervision of the assigned unit.

Supervisory/Managerial Responsibilities:

Supervisory/leadership of people in all work activities.

Education and Experience Required:

A combined total of 5 years of higher education and/or relevant work experience in a call center or bank operations environment

At least 2 years' work leadership experience

Education and Experience Preferred:

Basic understanding/familiarity with accounting practices

Experience and comfortability working with Microsoft Excel

Experience working with queue/pipeline/case management related work

Excellent customer service skills with the ability to use tact and diplomacy

Strong knowledge of relevant spreadsheet, word processing, and presentation software

Bachelor's Degree

Demonstrated work leadership skills

Excellent oral and written communication skills

Required Availability:

This is a Monday-Friday position with flexible start times (currently, the majority of the Team works 7:00am-3:30pm or 8:00am-4:30pm).

Work Location/Working Model:

This is a hybrid position requiring two days in-office per week (Tuesdays & Thursdays). Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationGetzville, New York, United States of America