Collections Group Leader II

M&T Bank

Lead business unit work teams in a call center/bank operations environment at M&T Bank. Monitor workflows, document processes, and resolve customer issues in a hybrid role.

Posted 4/2/2026full-timeGetzville • New York • 🇺🇸 United StatesSenior💰 $23 - $38 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
401(k) matching
Paid volunteer time
Flexible work arrangement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workflow managementprocess documentationcustomer issue resolutionreportingdata analysis

Soft Skills

leadershipcustomer servicetactdiplomacyteam collaboration