Customer Asset Management (CAM) Escalations Analyst I (Hybrid - Getzville, NY)

Job description

Work Location & Arrangement: This is a hybrid position requiring in-office work four (4) days every week (every Monday, Tuesday, Wednesday, & Thursday) and it will be based in M&T Bank's Getzville, NY office. Overview: This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team. This position will also involve research and resolving M&T/Bayview verbal and regulatory and non-regulatory written customer correspondence. Primary Responsibilities: Prescreen and document escalated customer complaint cases appropriately in Service Manager. Perform daily, weekly, monthly, and annual case reporting and audits. Participate in developing system/process enhancement plans. Evaluate systems and document functional processes. Delegate all escalated customer complaint cases to analysts on a rotation. Effectively investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information. Research and identify root causes; work with management to identify process gaps and est...