Business Banking Senior Fulfillment Specialist

Overview:

Provide customer and branch support by servicing the needs of existing and prospective customers through direct work with branches, ensuring efficient delivery of superior customer service. Assist with the administration of Business Banking products and services and with the resolution of operational problems.  May be asked to support the loan origination and 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. May serve as a training resource for team members. May be asked to Quality Control teammates work when needed. Ability to handle loan volumes in addition to providing the mentioned support.

Primary Responsibilities:

• Act as the liaison between the customer and the branch, responding to questions and resolving problems by coordinating with internal partners.
• Deliver high quality service, while ensuring accuracy, compliance, and timeliness of delivery.
• Responsible for reviewing and processing loan applications.
• Evaluate the qualifying variables for obtaining/closing a loan. 
• Ensure the proper completion of loan documents for processing. 
• Assists more junior staff members with resolving escalated problem situations, exception requests, deviations from day-to-day business processes. Involve Management when needed in absence of Supervisor.  Training resource for all new hires, temp staff, and junior staff.
• Assist Business Banking customers with deposit and loan servicing questions.
• Process requests for research, corrections, loan advances, book transfers, collateral releases, and wire transfers.
• Assist the KYC Officer and Branch/Closing Specialist with the BSA/AML/KYC process, adhering to procedures, regulatory requirements, and deadlines.
• Leverages appropriate websites to perform validation and confirm due diligence requirements. May be asked by Supervisor to oversee this process.
• Maintain Business Banking 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.
• 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.
• Perform data entry into bank systems when necessary, ensuring data integrity, compliance, and accuracy.
• Actively participates on departmental projects and committees as needed.
• May assist or fill in for 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 Management when needed in absence of Supervisor.
• Serve as a mentor for newly hired regional team members. Assist and provide back up to other 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 Business Banking 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.

Scope of Responsibilities:

Supervisory/Managerial Responsibilities:

Not Applicable

Education and Experience Required:

Associate 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.

Physical Requirements:

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $24.76 - $41.27 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Keene, New Hampshire, United States of America