M&T Bank

Collections Group Leader II

M&T Bank

full-time

Posted on:

Location Type: Hybrid

Location: Getzville • New York • United States

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Salary

💰 $23 - $38 per hour

Job Level

Senior

About the role

  • Lead business unit work teams with responsibility for multiple product lines
  • Monitor and assign workflow
  • Document team processes, make recommendations for improvement, provide on the job training, and research and resolve highly specialized and/or sensitive issues for the work team
  • Liaise with first line risk and second line of defense personnel with respect to customer issues
  • Research and resolve complex internal and external customer issues
  • Serve as department lead for special projects impacting the work team
  • Provide reporting to work team leadership and prepare monthly departmental reporting for management

Requirements

  • 4 years of higher education and/or relevant work experience in a call center or bank operations environment
  • 1 years' work leadership experience
  • Excellent customer service skills with the ability to use tact and diplomacy
  • Strong knowledge of relevant spreadsheet, word processing, and presentation software
  • Strong knowledge of departmental systems, documents and procedures
Benefits
  • Health insurance
  • 401(k) matching
  • Paid volunteer time
  • Flexible work arrangement
Applicant Tracking System Keywords

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

Hard Skills & Tools
workflow managementprocess documentationcustomer issue resolutionreportingdata analysis
Soft Skills
leadershipcustomer servicetactdiplomacyteam collaboration