Head of Risk managing and enhancing enterprise risk frameworks in corporate environments. Collaborating with leadership to ensure comprehensive governance and compliance across the organisation.
MB
Hybrid Customer Complaint Resolution Specialist – High Risk, High Visibility Escalated Complaints
Posted last month
About the role
- Customer Complaint Resolution Specialist in the Customer Advocacy team addressing escalated complaints. Conducting investigations, preparing executive-level responses, and advocating for better customer experiences at M&T Bank.
Responsibilities
- Investigate deep‑dive investigations into customer complaints from multiple channels
- Use 20+ internal systems to verify facts, analyze patterns, determine root causes
- Partner with subject matter experts to understand processes and validate compliance
- Prepare clear, concise, professional written responses for executive leadership
- Communicate with customers by phone to acknowledge complaints and gather details
- Advocate for customer perspectives while aligning with policy and regulatory standards
- Maintain strict confidentiality and a high level of judgment when handling issues
- Manage an active caseload of approximately 12–16 complaints with a 10‑day resolution target
Requirements
- Associates’ degree, or equivalent work experience
- 4+ years’ customer service experience
- Strong research, documentation, and organizational skills
- Excellent written and verbal communication skills
- High attention to detail and ability to manage multiple priorities
- Ability to maintain confidentiality, composure, and professionalism
- Background in escalations, contact center tier II, quality control, or customer advocacy
- Retail banking experience or familiarity with banking processes
- Root cause analysis experience
- Demonstrated ability to receive and apply constructive feedback
- Experience handling high‑risk or regulatory‑sensitive issues
Benefits
- Health insurance
- Retirement plans
- 40 hours of paid volunteer time each year
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Vice President of Risk and Controls Operations supporting risk management across the enterprise at MUFG. Responsible for coordinating technology risk assessments and operationalizing controls.
Advisory role focusing on risk management and transformation projects at PwC. Collaborating with teams to implement governance, management strategies and lead complex programmes.
Senior Data Governance Engineer at Booz Allen leading modernization efforts for mission data governance. Collaborating with stakeholders to implement data strategies supporting national security efforts.
Data Governance Engineer shaping mission data governance by leading modernization efforts for national security clients. Collaborating with stakeholders to implement data management strategies.
Technology Coordinator at Evertec managing change processes and daily IT application operations. Requires fluency in English and strong governance experience in a hybrid role.
Manager overseeing regulatory compliance management as an SME for TD's Business Banking. Leading a team and managing governance and control programs for effective risk management.
Sustainability & Risk Intern assisting with ESG regulatory compliance and sustainability data management. Engaging with cross - functional teams in Amsterdam to promote supply chain resilience.
Head of Risk leading Wallee Group’s Risk function in a fast - growing payment company. Driving risk management aligned with business goals and regulatory compliance.
Head of Fraud and Risk leading strategy and execution at First Circle, a FinTech company transforming access to credit for SMEs in the Philippines.