Special Assets Relationship Liaison (Hybrid - See Job Description for Listed Locations)

Job Title

Provide customer support by servicing the needs of Special Assets managed relationship, ensuring efficient delivery of superior customer service. Assist with the administration of Commercial products and services and with the resolution of operational issues. This position serves as the first line of defense, adhering to the necessary controls, to mitigate unnecessary exposure to risk.

Primary Responsibilities

• Act as the liaison between the customer and the Special Assets Workout Officer, responding to questions and resolving problems by coordinating with internal partners. Deliver high quality service, while ensuring accuracy and timeliness of delivery.
• Coordinate workload with workout officers, Group Managers, and Supervisor to ensure timely and accurate department reporting and processing.
• Assist commercial customers and workout officers with deposit and loan servicing needs. Process requests for research, corrections, relationship transfers, loan payments, loan advances, collateral releases, and credit inquiries. Open, maintain, reconcile, and close deposit accounts as needed/applicable. Research and resolve overdrafts with customer, seeking overdraft approval from bank employees with the appropriate level of lending authority when necessary.
• Assist the KYC Officer, Portfolio Manager, and Workout Officer 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 and customer signatures must match legal documentation. Leverages
• appropriate websites to perform validation and confirm due diligence requirements.
• 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 Supervisor when appropriate. Some reports being monitored include portfolio delinquencies, past dues, exception pricing, overdrafts, KYC, STOC, 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. Assist and provide back up to other Liaison team members when necessary to perform transactions, resolve escalated situations, and fulfill requests.
• Perform data entry into bank systems when necessary, ensuring data integrity and accuracy. Complete ERM profile setup and maintenance requests.
• Actively participates on departmental projects and committees as needed.
• Attend team and departmental training and meetings 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 Voice of the Customer through the Customer Complaint and Feedback form when appropriate.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging 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.

Education and Experience Required

Associates degree and a minimum of 2 years 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 years 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.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location: Syracuse, New York, United States of America