Schedule:

Must be flexible to rotate phone coverage shifts within our phone bank hours of M 8A-5P T 8A-530P W 8A-530P TH 8A-6P F 8A-630P

Overview:

Provides customer service and closing support on home equity loans (HELOC) to closing agents and customers after underwriting through funding, including directives to ensure Bank regulatory compliance. Communicates with internal and external customers via incoming and outgoing phone calls and e-mails on HELOC-related matters, including applicable regulatory and legal document expertise and responding to questions. Responds to incoming phone calls regarding HELOC closing documentation and scheduling loan closings. Sends closing documents to closing agents. Works daily production reports for analysis of throughput completion and compliance with service level agreements for production.

Primary Responsibilities:

• Answer incoming phone calls from internal business partners and external customers on home equity loan documentation and closings.

• Provide phone unit coverage for departmental phone hours. Schedule loan closing dates for home equity loans of Bank customers; send closing documents to closing agents electronically.

• Provide loan closing support and answer questions on HELOC loan closing documentation to internal and external customers.

• Place outgoing calls as needed to internal branch associates and external customers providing HELOC loan support.

• Review Hazard and Flood Insurance Binders and documents.

• Work daily action reports inclusive to reviewing and mitigating HELOC Loan scheduling defects, HELOC Loan specific line alterations, Quality Assurance productivity reports, Web Banking and Telephone Banking HELOC Loan Originations, Flood Insurance specific reporting and various source systems reconciliation reporting as needed.

• Complete cross training for document preparation input of new loan set-ups.

• Provide coverage for processing items via shared email boxes related to HELOC documentation and scheduling review.

• Complete ad-hoc projects and/or directives from management based on business needs.

• Review departmental procedures and update as needed. Assist with gathering documentation for departmental audits.

• 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.

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 work experience, including a minimum of 1 years’ work experience

Education and Experience Preferred:

Bachelor’s degree

Minimum of 3 years’ relevant work experience

Customer service experience

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.