Banking Services Operations Associate IV - Retail Servicing Escalations

Job description

Overview: Responds to non-regulatory complaints from various channels including written and email correspondence for mortgage servicing, originations and consumer lending products on behalf of M&T Bank or investors. Responds to inquiries of a more complex nature that have escalated out of the contact center for resolution. Fully resolves the complaints and inquiries by discussing resolution via the phone or creating unique written communications to ensure full satisfaction within set service levels. Primary Responsibilities: - Investigate and resolve problem situations and complaints with accurate information, utilizing judgement, operational and technical knowledge. - Research and identify root cause problem causation and work with various levels of leadership to establish a process to mitigate future occurrences. - Exercise decision making based on extensive product, systems policy and operational knowledge leveraging resources only when needed. - Complete all activities in a manner compliant with applicable laws and regulations, such as RESPA (Real Estate Settlement Procedures Act), FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage and consumer lending ser...