M&T Bank

Customer Complaint Resolution Specialist – High Risk, High Visibility Escalated Complaints

M&T Bank

full-time

Posted on:

Location Type: Hybrid

Location: Williamsville • New York • United States

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Salary

💰 $26 - $43 per hour

About the role

  • Investigate deep‑dive investigations into customer complaints from multiple channels
  • Use 20+ internal systems to verify facts, analyze patterns, determine root causes
  • Partner with subject matter experts to understand processes and validate compliance
  • Prepare clear, concise, professional written responses for executive leadership
  • Communicate with customers by phone to acknowledge complaints and gather details
  • Advocate for customer perspectives while aligning with policy and regulatory standards
  • Maintain strict confidentiality and a high level of judgment when handling issues
  • Manage an active caseload of approximately 12–16 complaints with a 10‑day resolution target

Requirements

  • Associates’ degree, or equivalent work experience
  • 4+ years’ customer service experience
  • Strong research, documentation, and organizational skills
  • Excellent written and verbal communication skills
  • High attention to detail and ability to manage multiple priorities
  • Ability to maintain confidentiality, composure, and professionalism
  • Background in escalations, contact center tier II, quality control, or customer advocacy
  • Retail banking experience or familiarity with banking processes
  • Root cause analysis experience
  • Demonstrated ability to receive and apply constructive feedback
  • Experience handling high‑risk or regulatory‑sensitive issues
Benefits
  • Health insurance
  • Retirement plans
  • 40 hours of paid volunteer time each year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisdocumentationresearch
Soft Skills
organizational skillswritten communicationverbal communicationattention to detailability to manage multiple prioritiesconfidentialitycomposureprofessionalismcustomer advocacyconstructive feedback
Certifications
Associates degree