Overview:

Provides first line customer support to internal and external customers across multiple products and to insure compliance with high risk regulatory process specific to SCRA (Servicemembers Civil Relief Act), requiring highly specialized knowledge of pertinent products, regulations and legal documentation to ensure compliance with the high risk regulatory process associated with the Act.

Primary Responsibilities:

• Respond to complex customer inquiries for military service members and dependents related to the SCRA regulation, Bank policies and related customer service requests.

• Complete complex document review and validation related to administering the Bank's SCRA compliance program.

• Provide timely written communication to customers to respond to their inquiries.

• Complete daily quality control review of activities to ensure accuracy.

• Support data analysis and reporting for internal examinations and FED and state regulatory reviews related to SCRA Servicing.

• Research related complex servicing requests from Risk, Compliance and Legal.

• Create and maintain related business documentation such as procedures, training materials, business unit presentations.

• 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 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.

Scope of Responsibilities:

Education and Experience Required:

Associate's degree, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or general work experience

Proven internal and external customer service experience

Proficiency with personal computers as well as pertinent spreadsheet and word processing software

Demonstrated excellent verbal and written communication skills

Demonstrated advanced problem-solving skills

Education and Experience Preferred:

Bachelor's degree with 1 year experience

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Buffalo, New York, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.