Customer Advocacy Specialist (Spanish/English Bilingual Preferred) - Hybrid

Overview

Research and resolve current, potential or former customer impacting issues escalated from various channels including Executive Offices, Regulatory Agencies, and other internal departments. Provide follow-up/resolution within set service levels.

Primary Responsibilities

Handle customer complaints escalated to Executive Offices, from Regulatory Agencies or various internal channels. According to established Bank standards, respond to incoming phone calls and other client requests made via phone, e-mail or through letters maintaining brand image.Promote and explain our products/services to current or potential customers on an ongoing basis to maximize opportunities.Effectively investigate and resolve customer complaints with accurate information, utilizing judgment, operation and technical knowledge.Research and identify root problem cause, and work with management to establish process to mitigate future occurrences.Exercise strong decision-making based on extensive product, systems, policy and branch operations knowledge.Maintain accurate documentation on departmental database and electronic files.Issue timely and accurate documentation and correspondence to customers and departments.Prioritize problems as they arise.Create written drafts for correspondence, and seek Compliance approval when necessary.Communicate findings via preparation of an executive summary to management.Adhere to associated SLA’s.Cover the Customer Care Specialist I responsibilities if needed. Escalate to Customer Care Group Leader for guidance when necessary.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.Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.Complete other related duties as assigned.

Scope of Responsibilities

The Customer Care group’s main responsibility is to research and resolve current, potential or former customer impacting issues escalated from various channels. The focus is on customer outreach where appropriate, increasing customer retention after resolution, optimizing every opportunity to enhance the customer's experience.Impact bottom line through increased customer retention by providing exceptional customer service.Work to ensure that the focus is on service recovery and the customer experience is memorable.Interacts regularly with senior management and regulatory bodies within organization.

Education and Experience Required

Associates’ degree, or equivalent work experienceMinimum of 4 years’ customer service experience

Education and Experience Preferred

Bilingual Spanish/English highly preferredEscalated customer service experienceBanking experienceProficient in pertinent spreadsheet and word processing softwareWorking knowledge of social media platformsDetailed knowledge of all systems/applications used by Mortgage business as well as branch/contact centerExcellent decision-making skills based on extensive product, systems, policy and branch operations knowledgeAbility to interface with all levels throughout organizationExcellent verbal and written communication skillsRespect all matters of confidentiality associated with the bank, customers and employeesMaintain knowledge and understanding of all operations policies and proceduresAnalytical, accurate and detail-oriented while working under pressureDemonstrated ability to remain organized while handling and prioritizing multiple problems and initiatives in a fast paced environment

Working Model/Location/Schedule

This is a hybrid position currently requiring two days per week in-office. Eligible candidates must live within commuting distance to our office located at 850 Main Street, Bridgeport, CT 06604Standard hours of the position are Monday-Friday, 8:30am-5:00pm with the flexibility to start as early as 7:00am, if desiredLight weekend hours are on a rotation/volunteer basis and are estimated to occur only 4-5 times per year

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $30.21 - $50.35 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Bridgeport, Connecticut, United States of America