Banking Services Operations Associate 3 - Consumer ILN Insurance Servicing

Overview:

Supports the regulated cancellation and processing of automobile and recreational product (recfi) dealer warranties at time of early payoff, sold collateral, or total loss. Works closely with internal business partners to process refunds to customers and external partners to ensure customers are receiving the correct refund amounts. This role also assists customers involved in Total Loss work through their primary insurance and GAP claims if applicable.

Position Responsibilities

• Process funds received for cancellations and total loss claims via physical checks, ACH funds, and lockbox imaged virtual funds. Complete required ticket work and money movement activities.
• Initiate outbound calls to warranty providers, insurance companies, and dealerships ensuring we have information required to proceed with warranty cancellations and total loss claims.
• Respond to incoming phone calls from customers on a daily basis, ensuring their questions surrounding warranty refunds are answered.
• Work closely with the offshore team responsible for preparation of our warranty cancellations to address questions and/or contract discrepancies.
• Monitor warranty cancellation request queue in external vendor system ensuring refund quotes are within required timeframe, are accurate and follow refund regulations.
• Use internal control reporting to process expense refunds to customers that are the Bank’s responsibility to refund.
• Compile and submit check requests daily to customers owed a refund with no remaining loan balances.
• Review cancellation transmission data to ensure all cancellations are reaching providers and dealers, updating any contact profiles to correct contact information.
• Work in our case management system to resolve mid-level escalations and special requests across all disciplines. Research and provide follow-up to escalated issues.
• Manage the warranty refund check workbooks for those unable to be processed. Responsible for reaching out to warranty providers and dealerships to get customer information to resolve the refund issue.
• Complete daily Total Loss worklists to keep claims progressing.
• Receive, document, and follow up with consumers, repair facilities, and insurance companies regarding repair checks requiring the banks endorsement for processing.
• Use daily worklists to gather documents, file, and follow up on GAP claims for customers eligible.
• Attend all meetings with business partners, notate discussions taking place, and distribute meeting notes to attendees after the meeting.
• 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.

Managerial Responsibilities

No supervisory responsibilities.

Education and Experience Required

High School diploma or equivalent (GED) and a  minimum of 2 years' general work experience.

Experience in the use of Personal Computers including word processing, spreadsheet, presentation, and industry-specific software.

Education and Experience Preferred

Associate's Degree

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.68 - $31.14 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