**Overview:** This position functions as team coordinator/intake specialist. Responsible for overseeing the distribution of cases through the team on a rotation basis and assisting with administrative functions for the team. This position will also research and resolve 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 establish procedural changes to mitigate future occurrences. + 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 customer on an ongoing basis in order to maximize opportunities. + Maintain accurate documentation on departmental database and electronic files. + Issue timely and accurate documentation and correspondence to clients, and other departments. Prioritize problems as they arise. + Perform basic ad hoc analyses to support business decisions. Provide feedback to management regarding results. + Identify risk-related issues needing escalation to management. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. + Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies. + 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. + Complete other related duties as assigned. **Scope of Responsibilities:** The incumbent works under general supervision. The incumbent has internal contact with numerous departments and externally with customers and service providers. **Education and Experience Required:** A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience. Proficient with personal computers and pertinent software including word processing, spreadsheet and email software. Strong customer service skills. Strong verbal and written communication skills. **Education and Experience Preferred:** Bachelor’s degree. Previous experience in banking, default, customer service and/or loss mitigation. Ability to empathize and defuse sensitive customer situations. Knowledge of Bank products and services. Strong problem solving skills and judgment. Detailed knowledge of all departmental systems/applications. Excellent communication skills, both verbal and written. Analytical, accurate and detail-oriented while working under pressure. Demonstrated ability to remain organized in a fast paced environment. M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.94 - $34.91 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. **Location** Getzville, New York, United States of America M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.