Overview:

Provides first line consumer support to internal and external customers across moderately complex products requiring knowledge of pertinent products, a broad spectrum of legal documents, and pertinent regulations.

Primary Responsibilities:

• Respond to inquiries from the Estates and/or surviving account holders of deceased customer regarding less complex, single-product, account relationships.

• Complete document review of various jurisdiction-specific legal documents supporting the death of a customer and the management of their estate such as Probated Last Will and Testaments, Letters of Administration, Letters of Testamentary, and various affidavits.

• Process system updates to a single system of record ensuring appropriate credit bureau coding is complete.

• Work with internal business partners, including credit underwriting, Financial Crimes, the Retail Branch network, the Telephone Contact Center, Retail Servicing, and Customer Asset Management to resolve moderately complex servicing issues.

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

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

• Maintain data and provide reporting for internal examinations, federal and state regulatory reviews related to estate servicing.

• Respond to servicing requests from Risk, Compliance and Legal to allow us to release estate information.

• 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:

Supervisory/Managerial Responsibilities:

No supervisory responsibility.

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.

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

• Demonstrated excellent verbal and written communication skills

• Demonstrated problem solving skills

Education and Experience Preferred:

• Bachelor's degree

Physical Requirements:

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

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