Analyst in Information Risk Management supporting technology and operational risk oversight. Conducting reviews, assessments, and overseeing risk management practices aligned with regulations.
MB
Hybrid Customer Complaint Resolution Specialist – High Risk, High Visibility, Escalated Complaints
Posted 4 hours ago
About the role
- Customer Complaint Resolution Specialist at M&T Bank responsible for resolving sensitive customer complaints. Investigating issues, communicating findings, and advocating for better customer experiences.
Responsibilities
- Conduct deep-dive investigations into customer complaints received from multiple channels
- Use 20+ internal systems across 85 M&T Bank business units to verify facts, analyze patterns, and determine root causes
- Prepare clear, concise, and professional written responses reviewed by executive leadership and regulatory agencies
- Capture research findings with precise documentation that may be audited at any time
- Represent the customer’s perspective while aligning with policy, risk requirements, and regulatory standards
- Provide insights on complaint trends that help strengthen processes and improve the bank’s overall customer experience
- Maintain an active caseload of approximately 12–16 complaints in varying stages
- Meet a 10-day resolution target while upholding department quality standards
Requirements
- Associates’ degree, or equivalent work experience
- 4+ years’ customer service experience
- Strong research, documentation, and organizational skills
- Excellent written and verbal communication skills
- High attention to detail and ability to manage multiple priorities
- Ability to maintain confidentiality, composure, and professionalism
- Background in escalations, contact center tier II, quality control, or customer advocacy
- Retail banking experience or familiarity with banking processes
- Root cause analysis experience
- Demonstrated ability to receive and apply constructive feedback
- Experience handling high-risk or regulatory-sensitive issues
Benefits
- Competitive benefits ranging from medical and retirement to paid volunteer time
- Forty hours of paid volunteer time each year
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