Overview:
Supports the regulated cancellation and processing of automobile and recreational product (recfi) dealer warranties at time of early payoff, sold collateral, or total loss. Works closely with internal business partners to process refunds to customers and external partners to ensure customers are receiving the correct refund amounts.
Primary Responsibilities:
- Monitor team’s shared mailbox daily for emails from internal business partners, dealerships, warranty providers, and vendors. Work to answer questions and resolve any issues presented.
- Process physical and virtual funds received from dealerships and warranty providers utilizing a daily spreadsheet to track funds received. Complete required ticket work, payment slips, and system documentation.
- Respond to incoming phone calls from customers on a daily basis ensuring their questions surrounding warranty refunds are answered.
- Initiate outbound calls to warranty providers to ensure we have accurate refund amounts by the required dates.
- Monitor warranty cancellation request queue in external vendor system ensuring refund quotes are within required timeframe, are accurate and follow refund regulations.
- Respond to or resolve high-level escalations and special requests across all disciplines. Research and provide follow-up to escalated issues.
- Use internal control reporting to process dealer reserve debits, ensuring customers are refunded.
- Compile internal and external business partner reporting, such as dealer groups or relationship managers, ensuring the provision of details needed to process refunds to the bank.
- Use internal reporting to process credits back to dealer reserve accounts for any funds owed.
- Participate in creating new processes and completing projects as assigned.
- Track operating expenses to evaluate trends and make operating adjustments to reduce expense where able.
- Track monthly productivity numbers to understand trends and identify opportunity for efficiency improvement.
- Create and update team procedures for all tasks required to be completed by team. Perform quarterly reviews for any regulation or process changes.
- 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 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.
Scope of Responsibilities:
Supervisory/Managerial Responsibilities:
No supervisory responsibilities.
Education and Experience Required:
- Associate's Degree and a minimum of 1 year of general work experience or, in lieu of a degree, 3 years' combined education and/or work experience including a minimum of 1 year general work experience.
- Proficient in the use of Personal Computers including word processing, spreadsheet, presentation, and industry-specific software.
Education and Experience Preferred:
Physical Requirements:
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Location
Buffalo, New York, United States of America