Job description
Overview:
Guides workflow, manages exceptions, assists in process improvement and related projects within Retail Servicing. Responsible for multiple product lines and vendor oversight for consumer products on the system
Primary Responsibilities:
- Monitor workflow and serve as liaison between assigned Retail Servicing unit and management.
- Provide training and coaching to assigned Retail Servicing team on daily work functions and approve work of assigned team. Assist with onboarding new hires.
- Complete daily production reporting for assigned Retail Servicing team.
- Maintain currency of team procedures; complete quality assurance control reviews of team activities to ensure adherence to these procedures.
- Participate in special projects as assigned.
- Manage and provide guidance on exceptions occurring within the team. Identify opportunities and assist with implementation of approved process improvement efforts for assigned team.
- Reconcile the general ledger as required by assigned area.
- Approve daily team productivity reports, ensuring they accurately reflect team activity.
- Research and resolve routine internal and external customer issues and escalations within assigned area.
- 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: Works under minimal supervision.
Internal contacts within department or other M&T departments. External contacts to include attorney, customers, automobile and recreational finance dealers, vendors/outside agencies.
Education and Experience Required:
Associate’s degree and a minimum of 3 years’ relevant work experience, or in lieu of degree, a combined minimum of 5 years’ higher education and/or relevant customer service work experience.
Strong customer service skills
Proficient in the use of Personal Computers including word processing, spreadsheet, presentations and industry-specific software.
Education and Experience Preferred:
Bachelor’s Degree
Minimum of 4 years’ mortgage servicing experience
Knowledge of Real Estate Settlement Procedures Act (RESPA) requirements
Location
Millsboro, Delaware, United States of America
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