Universal Escalations Case Manager specializing in customer issue resolution at HP. Owning complaints end - to - end and ensuring customer satisfaction with expert knowledge.
About the role
- Manage daily activities of a team at M&T Bank to achieve departmental objectives. Direct customer service and operational efficiency for loan servicing.
Responsibilities
- Oversee the daily activities of a unit of employees to meet the objectives of the assigned department
- Direct staff in the appropriate techniques of customer service, collections or account servicing, as applicable
- Resolve disputed transactions in a timely and cost-effective manner
- Negotiate effectively on customer calls
- Compile month-end data for distribution to and decision-making by management
- Serve as integral member of portfolio acquisition team, directing onboarding of acquired loans
- Evaluate unit processes, procedures and policies routinely in an effort to increase operational efficiency of units managed
- 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 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
Requirements
- A combined total of 6 years of higher education and relevant work experience in a call center or bank operations environment
- 1 years' work leadership or supervisory experience
- Excellent customer service skills with the ability to use tact and diplomacy
- Strong knowledge of relevant spreadsheet, word processing, and presentation software
Benefits
- Competitive benefits ranging from medical and retirement
- Forty hours of paid volunteer time, each year
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