Business Banking Customer Relationship Liaison

Overview:

Provide an optimal experience to existing and prospective Business customers, ensuring creation of a consultative relationship and the provision of seamless customer service. Act as a liaison between the customer and Business & Retail Banking representatives, loan administrators, and other relevant Bank departments to enhance communication and grow opportunities in business development activities.

Primary Responsibilities:

• Maintain frequent contact with customers throughout the customer lifecycle, ensuring seamless onboarding, analysis of service needs and consultation on service enhancements. Work to assist customers with overcoming obstacles and help to identify potential solutions.
• Assist Alternative Relationship Managers on the Business Banking Team with managing the team’s portfolio of customer relationships working to deepen connections using proactive touchpoints and referrals and providing a supportive environment for customers to explore bank provided products and other opportunities.
• Act as liaison with other areas to coordinate timely completion of applications and other documentation, processing and closing of loans, as well as other relevant transactions. Document and track relevant information to ensure customer needs are being met.
• Maintain up-to-date information/knowledge regarding current or potential customer accounts. Ensure all loan packages are uploaded in ERM/nCino. Collect and input KYC info for all new accounts and applications. Initiate and assist with KYC refresh targets by assigned due dates.
• Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
• Act as liaison with other internal areas to ensure timely workflow of document production for loans and proper management of loan portfolio.
• Coordinate processing of loan application and documentation and booking and processing loans. (nCino Approval Conditions, SBA Authorization/SBA concurrence, Flood certs, flood escalations and lien carveout language to ensure dates entered (Reg B)​.
• Coordinate clearance of delinquent documents and other exceptions with appropriate areas. Coordinate the loan closing/settlement, ensuring all documentation is completed on a timely basis.
• Monitors Portfolio Loan activity and takes action to correct if deemed necessary.
• Assists with deposit servicing needs of business banking or commercial real estate customers (maintenance of accounts – change of business type or signer changes).
• Maintain credit files. Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquiries. Clearing any outstanding exceptions in STOC with escalation after 3rd attempt​.
• Review and rectify loan booking errors and any loans on the 475 report with 24 hrs.
• As appropriate, analyze financial information under direction of Relationship Manager and assist in preparing cash flow and collateral schedules, covenant sensitivity calculations, financial models and guarantor statement analysis.
• Innovate ways to creatively connect the target communities and organizations with M&T Bank as well as with other available resources to generate growth and educational opportunities for all markets.
• As needed, attend client / prospect calls with RMs to gain a thorough understanding of the client / prospect and their business to effectively assist in annual reviews, renewals, and prospect conversions. Assist RMs in related portfolio management activities.  Work with business partners to maximize sales efforts to business customers and cross sell other products and services that the bank offers.
• Independently calls on customers, in person and on the phone, to build strong customer relationship, analyze service enhancements and identify sales opportunities. Coordinate pre and post call planning sessions with parties involved.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• 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.

Scope of Responsibilities:

The incumbent must possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs. Ability to take on any additional activities or projects. Ability to work with moderate job supervision with emergent demonstration of a leadership role within the relevant markets. This allows the business relationship managers to focus on generating sales and not the administrative responsibilities.

Managerial/Supervisory Responsibilities:

N/A

Education and Experience Required:

Bachelor's degree and a minimum of 2 years of customer service experience or in lieu of a degree a combined minimum of 6 years higher education and/or work experience, including a minimum of 4 years customer service experience

Knowledge of the bank’s core word processing and spreadsheet applications, and loan, deposit and customer contact systems.

Knowledge of the bank’s products, operations, policies, and procedures.

Solid familiarity with banking regulations, financial statements and commercial loan documentation required.

Solid verbal and written communication skills

Strong customer service skills with the willingness to utilize those skills in participating in the department’s sales and customer retention activities.

Ability to work as a team member, and to work effectively under pressure with tact and diplomacy.

Strong interpersonal and presentation skills required.

Highly motivated, detail-oriented self-starter.

Education and Experience Preferred:

Bachelor's degree and a minimum of 4 years of customer service experience or in lieu of a degree a combined minimum of 8 years higher education and/or work experience, including a minimum of 4 years customer service experience

Thorough knowledge of bank related systems and software used to open and service deposit and lending accounts (ie: PACE, APPRO, ACAPS, nCino, OTP, Hogan, ERM, AKM, OnDemand, CTA, etc.)

Demonstrated Sales ability

Ideal candidate would have previous Relationship Liaison and Branch Manager experience

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $28.72 - $47.87 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Rockville, Maryland, United States of America