Sr. Portfolio Specialist

Reports to VP Customer Service

Overview:

This position is responsible for professionally responding to and resolving various customer requests and inquiries, and providing quality internal and external customer service in a timely and accurate manner, and for daily cash application, while assisting in maintaining the integrity of the portfolio.

Primary Responsibilities:

Communicate professionally, effectively, and provide quality, accurate, timely, and efficient customer service to internal and external customers via phone, email, mail, or face to face, daily, to contribute to customer retention and development of relationships. Research and respond to post-closing customer requests, and inquires, requiring product, operations, and documentation knowledge. Direct inquires to the appropriate person, reconcile, respond, or resolve. Work with team members to resolve and/or refer high level inquiries to management for resolution.Accurately and timely apply and update all funds received each day in the leasing system to customer’s accounts to reflect accurate payment and balance information for each transaction and assist with various related functions.Review equipment substitution requests, disclaimer of interest requests, and provide findings to team or management as the next step. Provide customers with requested amortization schedules, invoices, copies of titles, and copies of various documentation, pay histories, and activity reports. Send lien released titles and other various documents to customers via overnight mail. Follow on insurance and cancellation notices when needed to ensure customers are in compliance with contractual requirements.Prepare auto debit documentation for customer signature. Once document is returned and approved, set up transaction on auto debit or update new account information in the leasing system, so that payments will be pulled via ACH. Each day, review monthly ACH report to ensure payments are being pulled timely. Work with team and management to gain more knowledge of the equipment leasing industry, legal documentation, and various tasks within the group. Develop, maintain, and continuously build relationships, while working with internal and external customers. Ensure appropriate follow-up measures for all requests and tasks are followed and performed timely and accurately.Work on special projects as requested by management, assist team members with various tasks as directed by management, and complete other duties as assigned.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.

Experience Required:

Strong written and verbal skills are needed to communicate effectively with internal and external customers, team members, and management.Ability to effectively analyze basic documentation and gain an understanding of the equipment leasing industry, in order to respond to inquiries and present recommendations to management.Strong analytical skills required to recognize and focus on the appropriate issues, for areas including reviewing documentation, equipment substitution requests, disclaimer of interest request, along with a demonstrated ability to make contributions to project teams.Strong PC skills including word processing, excel and InfoLease software. Ability to learn to use specific programs as required.Ability to work independently as well as a member of a team. Strong time management and organizational skills are required to manage multiple priorities in an accurate and timely manner.

Education and Experience Preferred:

Bachelor’s degree or combined 4 years education and/or relevant experience.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $41.07 - $68.45 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

LocationBridgeport, Connecticut, United States of America