Banking Services Operations Associate IV - Estate Services - Remote Eligible

Consumer Support Representative

Provides first line consumer support to internal and external customers across moderately complex products requiring knowledge of pertinent products, a broad spectrum of legal documents, and pertinent regulations.

Primary Responsibilities

• Respond to inquiries from the Estates and/or surviving account holders of deceased customer regarding less complex, single-product, account relationships.
• Complete document review of various jurisdiction-specific legal documents supporting the death of a customer and the management of their estate such as Probated Last Will and Testaments, Letters of Administration, Letters of Testamentary, and various affidavits.
• Process system updates to a single system of record ensuring appropriate credit bureau coding is complete.
• Work with internal business partners, including credit underwriting, Financial Crimes, the Retail Branch network, the Telephone Contact Center, Retail Servicing, and Customer Asset Management to resolve moderately complex servicing issues.
• Provide timely written communication to customers responsive to their inquiries.
• Complete daily quality control review of activities to ensure accuracy.
• Maintain data and provide reporting for internal examinations, federal and state regulatory reviews related to estate servicing.
• Respond to servicing requests from Risk, Compliance and Legal to allow us to release estate information.
• Interpret legal and Bank documents for internal processing through analysis of circumstances and document recommended action steps to management.
• 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

No supervisory responsibility.

Education and Experience Required

• Associate's Degree and a minimum of 1 year work experience, or in lieu of a degree, a combined minimum of 3 years' higher education and/or general work experience.
• Proficiency with personal computers as well as pertinent spreadsheet and word processing software
• Demonstrated excellent verbal and written communication skills
• Demonstrated problem solving skills

Education and Experience Preferred

• Bachelor's degree

Physical Requirements

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Buffalo, New York, United States of America