Senior Customer Complaint Resolution Specialist (High Risk, High Visibility Escalated Complaints) - Hybrid

Job description

About the Role: This Senior role sits at the center of M&T Bank’s Customer Advocacy efforts, specializing in high‑risk, highly regulated mortgage‑related complaints, including accounts in default or foreclosure. Senior Specialists are trusted to manage the most complex and highest‑risk cases, including formal complaints received directly from regulatory agencies. As a Senior Customer Complaint Resolution Specialist, you will manage written customer and regulatory escalations end to end – intake, research, resolution, root cause analysis, and response – while exercising heightened judgment due to increased regulatory scrutiny and audit exposure. These complaints require deeper analysis, strict adherence to regulatory expectations, and precision in written responses, as outcomes may directly influence regulatory examinations, audits, or supervisory actions. This is a mission‑driven role with significant impact. Behind every complaint is a customer experiencing financial hardship, and the work you do directly contributes to protecting customers’ homes while safeguarding the bank’s regulatory, legal, and reputational standing. Customer contact is minimal; success is driven by strong wr...