Location: Manchester,NH, USA
Overview:
Act as the single point of customer contact providing superior support, ensuring efficient delivery on commercial deposit accounts. Responsible for understanding commercial deposit accounts to include legal documentation, systems, and the servicing of customer needs. Serves as the first line of defense, adhering to the necessary controls, to mitigate unnecessary exposure to risk.
Primary Responsibilities:
* Act as first-point-of-contact support for internal and external customers regarding commercial deposit related matters. Maintain exemplary relationships with new and existing customers. Resolve client requests and/or issues independently, escalate when necessary.
* Assist commercial customers with deposit needs. Educate customers and explain features and benefits of Commercial Solutions; make recommendations based on the customer's identified needs. Execute requests for Commercial Deposit Accounts including opening and maintenance, servicing (pull statements, waive fees, stop payments, remove dormancy, miscellaneous), money movement (book transfers, service-assisted wires, official checks), and Risk Management (fraud prevention, audit requirements) with adherence to policies and procedures within established timeframes.
* Adhere to Commercial Know Your Customer (KYC) policies. Assist the KYC Officer and Relationship Manager with the BSA/AML/KYC process, adhering to procedures, regulatory requirements, and deadlines. Validate the KYC status of the customer along with entity documents to ensure customers are in good standing/registered properly. Appropriate documentation must be collected per requirements for specific customer entity structures; customer signatures must match legal documentation. Leverage appropriate websites to perform validation and confirm due diligence requirements.
* Develop understanding and knowledge of products and services offered by Treasury Management. Specifically,
* Commercial Deposit Account types and functionality to be able to recommend suitable solutions to meet customers' needs within established timeframes.
* Commercial Deposit Account legal documentation based on account type and entity type for new account and maintenance within established timeframes. Ensure appropriate account disclosures are presented with Commercial Deposit Account opening documentation or when applicable within established timeframes.
* Ability to utilize bank systems effectively to process and track transactions accurately.
* Ability to work under time constraints and handle multiple tasks in support of various assignments and bring to resolutions within established service level agreements.
* Take ownership of all commercial deposit account job responsibilities, including resolving complex customer problems and escalated issues. Track and follow-up on these issues as required to ensure timely and accurate resolution.
* Establish and maintain strong relationships with internal business partners. Communicate and partner effectively with other departments in the Bank and work as a team player to create a positive team environment.
* Maintain commercial customer records, both paper and electronic versions, including but not limited to, maintenance of up-to-date information/knowledge regarding accounts, products/services, financial relationships, previous problems, etc.
* Monitor bank reports for discrepancies and take appropriate action based on the nature of the issue. Seek guidance from manager when appropriate.
* Assists team members with resolving escalated problem situations or exception process requests.
* Attend regularly scheduled departmental training calls to maintain current knowledge of procedures, regulatory updates, and Commercial deposit account products and Treasury Management services. Assist other staff members with understanding what has been communicated.
* Actively participate in departmental meetings, projects, and committees as needed.
* Capture customer complaints in Resolve and escalate as appropriate.
* 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:
Supervisory/Managerial Responsibilities:
None
Education and Experience Required:
Associate's degree, with a minimum of 2 years related experience (Financial/Banking Industry, Customer Service etc.) OR in lieu of a degree, a combined minimum of 4 years higher education and/or work experience, including a minimum of 2 years related experience (Financial/Banking Industry, Customer Service etc.).
Professional and clear written/verbal communication skills and attention to detail are necessary to deliver high quality service, while ensuring accuracy and timely completion.
Education and Experience Preferred:
Bachelor's Degree.
Excellent attention to detail.
Excellent verbal and written communication skills.
Ability to take initiative to work independently and as a team member.
Self-motivated, well-organized individual.
Ability to function professionally at many different levels (clients, management, and peers).
Strong interpersonal skills necessary for business partner relationships within and outside organization.
Physical Requirements:
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $23.04 - $38.40 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Manchester, New Hampshire, United States of America