Overview: Provide customer support by servicing the needs of existing and prospective customers, ensuring efficient delivery of superior customer service.
Assist with the administration of Commercial products and services and with the resolution of operational problems.
May be asked to support the loan closing process.
This position serves as the first line of defense, adhering to the necessary controls, to mitigate unnecessary exposure to risk.
May serve in a temporary leadership capacity.
Primary Responsibilities: Act as the liaison between the customer and the Relationship Manager, responding to questions and resolving problems by coordinating with internal partners.
Deliver high quality service, while ensuring accuracy and timeliness of delivery.
Assists more junior staff members with resolving escalated problem situations, exception requests, deviations from day-to-day business processes.
Involve Commercial Operations Manager when needed in absence of Supervisor.
Assist commercial customers with deposit and loan servicing needs.
Process requests for research, corrections, loan payments, loan advances, book transfers, collateral releases, wire transfers and credit inquiries.
Assist the KYC Officer and Relationship Manager with the BSA/AML/KYC process, adhering to procedures, regulatory requirements, and deadlines.
Requests may also be received from CDD.
Validate the KYC status of the customer along with entity documents to ensure customers are in good standing/registered properly.
Appropriate documentation must be collected per requirements for specific customer entity structures; customer signatures must match legal documentation.
Leverages appropriate websites to perform validation and confirm due diligence requirements.
May be asked by Supervisor to oversee this process.
May be asked to lend support with due diligence requests (ordering appraisals, environmentals, and flood certifications).
Maintain commercial customer records, both paper and electronic versions, including but not limited to maintenance of up-to-date information/knowledge regarding accounts, products/services, financial relationships, previous problems, etc.
Monitor bank reports for discrepancies and take appropriate action based on the nature of the issue.
Seek guidance from Commercial Support Team Supervisor when appropriate.
Some reports being monitored include: portfolio delinquencies, past dues, exception pricing, overdrafts, KYC, STOC, KRI, account servicing, and other reports when necessary.
Communicate and partner effectively with other departments in the Bank and work as a team player to establish exemplary partnerships with all co-workers and create a positive team environment.
Research and resolve overdrafts with customer, seeking overdraft approval from bank employees with the appropriate level of lending authority when necessary.
Support the financial statement collection process.
Perform data entry into bank systems when necessary, ensuring data integrity and accuracy.
Complete ERM profile setup requests.
Actively participates on departmental projects and committees as needed.
May assist or fill in for Commercial Support Team Supervisor during vacation or leave of absence.
Assists more junior staff members with resolving escalated problem situations, exception requests, deviations from day-to-day business processes.
Involve Commercial Operations Manager when needed in absence of Supervisor.
Serve as a mentor for newly hired regional team members.
Assist and provide back up to other regional team members when necessary to perform transactions and fulfill requests.
Attend regularly scheduled departmental training calls to maintain current knowledge of procedures, regulatory updates, and Commercial Products.
Assist other staff members with understanding what has been communicated.
Report customer complaints to the Office of Customer Advocacy when appropriate.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.
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.
Other duties as assigned Education and Experience Required: Associate’s degree and a minimum of 2 year customer service experience in Banking Operations, Retail or Credit, OR in lieu of a degree, a combined minimum of 4 years higher education and/or work experience including 2 year customer service experience in Banking Operations, Retail or Credit.
Proficiency with personal computers as well as pertinent software packages.
Education and Experience Preferred: Knowledge of applicable products, systems and workflows.
Excellent attention to detail.
Excellent verbal and written communication skills.
Ability to work individually as well as a member of a team.
Self-motivated, well-organized individual.
Ability to work under time constraints and handle multiple tasks in support of various assignments.
Ability to function professionally at many different levels (clients, management, and peers).
Strong interpersonal skills necessary for business partner relationships within and outside organization.
Solid knowledge of unit/department policies and procedures.
Location Baltimore, Maryland, United States of America