Senior Financial Services Relationship Manager

2 weeks ago

Altoona, Pennsylvania, United States M&T Bank Full time

As a Senior Financial Services Relationship Manager at M&T Bank, you will play a pivotal role in servicing the needs of existing and prospective customers, ensuring seamless delivery of exceptional customer service. You will work closely with business banking representatives and mortgage administrators to provide primary customer support in business development activities.



The primary responsibilities of this role include acting as a liaison with other internal areas to ensure timely workflow of document production for loans and proper management of loan portfolios. You will also coordinate the processing of loan applications and documentation, as well as book and process loans. Additionally, you will be responsible for coordinating the clearance of delinquent documents and other exceptions with appropriate areas, and ensuring that all documentation is completed on a timely basis.



A key aspect of this role is building strong customer relationships through proactive communication, analyzing service enhancements, and identifying sales opportunities. You will coordinate pre and post-call planning sessions with parties involved, and sell, document, and coordinate the implementation of more complex products. In conjunction with business development representatives or mortgage administrators, you will proactively research and screen for prospects.



One of the key deliverables of this role is compiling and preparing statistical data on monthly performance for review by senior management. This will include outlining portfolio delinquencies, collections, charge-off activity, expenses, and recoveries. You will also monitor loan activity and take action to correct any issues deemed necessary.



As a Senior Financial Services Relationship Manager, you will be responsible for ensuring timely and efficient customer service for assigned areas. You will provide service support to business development representatives or mortgage administrators to resolve performance or account problems, and handle a variety of customer inquiries regarding accounts. You will also maintain up-to-date information and knowledge regarding customer accounts, including services, financial relationships, and previous problems.



An additional responsibility of this role is maintaining credit files, processing requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers, and credit inquiries. You may also provide work leadership and training to customer service/support groups within assigned areas. You will keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned areas.



This role requires adherence to applicable compliance and operational risk controls in accordance with Company or regulatory standards and policies. You will also promote an environment that supports diversity and reflects the M&T Bank brand. Additionally, you will maintain M&T internal control standards, including timely implementation of internal and external audit points, and any issues raised by external regulators as applicable.



The estimated salary for this position is $24.34 - $38.25 per hour, based on the job requirements and location in Altoona, Pennsylvania. If you have a passion for delivering exceptional customer service, building strong customer relationships, and analyzing service enhancements, this role may be a great fit for you.



Scope of Responsibilities: The incumbent is responsible for performing all follow-up and backup work required to support business development representatives or mortgage administrators with day-to-day customer service. This allows business development representatives or mortgage administrators to focus on generating sales and not administrative responsibilities.



Supervisory/ Managerial Responsibilities: None



Education and Experience Required: A bachelor's degree and a minimum of 4 years' service experience, or in lieu of a degree, a combined minimum of 8 years higher education and/or work experience, including a minimum of 4 years' service experience. 3 years retail/commercial/corporate credit loan processing experience. Proficient personal computer skills, including Microsoft Word and Excel.



Education and Experience Preferred: Knowledge of bank policies, procedures, and banking regulations are required. Knowledge of courthouse and state filings. Knowledge of financial statements and loan documentation. Ability to work as a team member. Excellent customer service skills with the ability to use tact and diplomacy. Sales ability.

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