Overview:

Reviews and scores phone conversations with customers on a pass/fail basis within the Mortgage Loss Mitigation Call Center. Also leads and/or participates in projects within Mortgage Default Servicing and represents these areas in cross-functional, visible projects involving business partners outside of Customer Asset Management.

Primary Responsibilities:

Completes call center quality assurance work

Serve as resource in a defined area of CAM and represent business practices and interests in various projects with internal and external stakeholders.

Develop and produce non-routine departmental reports and spreadsheets, including project or product strategy analyses, historical reporting, workflow analyses and financial analyses for one or more functional areas of CAM.

Conduct non-routine analysis and judgment-based work over a single or closely related disciplines to support CAM decisions.

Conduct non-routine data review, research, and/or reconciliation for assigned areas of CAM.

Draft and/or edit procedures related to one or more functional areas of CAM to maintain their currency.

Support departmental audits, user certifications and compliance testing for CAM.

Lead and participate in planning, testing and implementing new projects, systems, products and regulatory changes impacting assigned CAM team(s).

Assist with providing departmental system support, coordinating with internal business partners, external vendors and Technology to address issues for assigned CAM team(s).

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 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.

Education and Experience Required:

Associate degree, or equivalent work experience

Minimum of 3 years’ related experience

Experience in collections and/or default servicing

​

Education and Experience Preferred:

Quality control/assurance work

Call center experience

Proven analytical skills

Strong organizational skills

Proficiency with Microsoft Excel

Proven verbal and written communication skills

Prior experience in functional areas supported

Location/Working Model:

This is a hybrid position requiring 2 days in-office per week. Eligible candidates must live within commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068.

Required Availability/Scheduled Shift:

Monday-Friday, 8:00am-5:00pm

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