Overview:     

Provides first line customer support to internal and external customers across multiple products and ensures compliance with high risk regulatory processes specific to the Servicemembers Civil Relief Act (SCRA), 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 simple and moderately complex customer inquiries for military service members and dependents related to the SCRA regulation, Bank policies and related customer service requests.

• Perform system maintenance on mortgage and loan servicing systems including the adjusting of interest rate.

• Complete simple and moderately 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.

• 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.

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​

Education and Experience Preferred:

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

• Demonstrated excellent verbal and written communication skills

• Demonstrated problem solving skills

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 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