M&T Bank

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

M&T Bank

full-time

Posted on:

Location Type: Hybrid

Location: Bridgeport • Connecticut • United States

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Salary

💰 $32 - $53 per hour

About the role

  • Conduct deep-dive investigations into customer complaints received from multiple channels
  • Use 20+ internal systems across 85 M&T Bank business units to verify facts, analyze patterns, and determine root causes
  • Prepare clear, concise, and professional written responses reviewed by executive leadership and regulatory agencies
  • Capture research findings with precise documentation that may be audited at any time
  • Represent the customer’s perspective while aligning with policy, risk requirements, and regulatory standards
  • Provide insights on complaint trends that help strengthen processes and improve the bank’s overall customer experience
  • Maintain an active caseload of approximately 12–16 complaints in varying stages
  • Meet a 10-day resolution target while upholding department quality standards

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
  • Competitive benefits ranging from medical and retirement to paid volunteer time
  • Forty 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 analysisdocumentationcustomer service
Soft Skills
research skillsorganizational skillswritten communicationverbal communicationattention to detailability to manage multiple prioritiesconfidentialitycomposureprofessionalismability to receive feedback
Certifications
Associates’ degree