Support Officer

4 weeks ago

Hartford, Connecticut, United States M&T Bank Full time
Job Summary:

As a Support Officer at M&T Bank, you will be responsible for providing exceptional customer support and ensuring the efficient delivery of commercial deposit accounts. You will act as the single point of contact for internal and external customers, resolving client requests and issues independently while escalating when necessary.

Key Responsibilities:

  • Provide first-point-of-contact support for commercial deposit related matters, maintaining exemplary relationships with new and existing customers.
  • Assist commercial customers with deposit needs, educating them on features and benefits of Commercial Solutions and making recommendations based on their identified needs.
  • Execute requests for Commercial Deposit Accounts, including opening and maintenance, servicing, money movement, and Risk Management, adhering to policies and procedures within established timeframes.
  • Adhere to Commercial Know Your Customer (KYC) policies, assisting the KYC Officer and Relationship Manager with the BSA/AML/KYC process.
  • Develop understanding and knowledge of products and services offered by Treasury Management, including Commercial Deposit Account types and functionality.
  • Utilize bank systems effectively to process and track transactions accurately.
  • Work under time constraints and handle multiple tasks in support of various assignments, bringing issues to resolutions within established service level agreements.
  • Take ownership of all commercial deposit account job responsibilities, resolving complex customer problems and escalated issues.
  • Establish and maintain strong relationships with internal business partners, communicating and partnering effectively with other departments in the Bank.
  • Maintain commercial customer records, including up-to-date information on accounts, products/services, financial relationships, and previous problems.
  • Monitor bank reports for discrepancies and take appropriate action based on the nature of the issue.
  • Assist team members with resolving escalated problem situations or exception process requests.
  • Attend regularly scheduled departmental training calls to maintain current knowledge of procedures, regulatory updates, and Commercial deposit account products and Treasury Management services.
  • Actively participate in departmental meetings, projects, and committees as needed.
  • Capture customer complaints in Resolve and escalate as appropriate.
  • Understand and adhere to the Company's risk and regulatory standards, policies, and controls in accordance with the Company's Risk Appetite.
  • 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.

Requirements:

  • Associate's degree, with a minimum of 2 years related experience (Financial/Banking Industry, Customer Service etc.) OR in lieu of a degree, a combined minimum of 4 years higher education and/or work experience, including a minimum of 2 years related experience (Financial/Banking Industry, Customer Service etc.).
  • Professional and clear written/verbal communication skills and attention to detail are necessary to deliver high quality service, while ensuring accuracy and timely completion.

Preferred Qualifications:

  • Bachelor's Degree.
  • Excellent attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to take initiative to work independently and as a team member.
  • Self-motivated, well-organized individual.
  • Ability to function professionally at many different levels (clients, management, and peers).
  • Strong interpersonal skills necessary for business partner relationships within and outside organization.

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