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

M&T Bank

Senior Customer Complaint Resolution Specialist managing high-risk mortgage complaints at M&T Bank. Responsible for handling complex complaints and ensuring regulatory compliance.

Posted 5/7/2026full-timeGetzville • New York • 🇺🇸 United StatesSenior💰 $62,200 - $103,600 per yearWebsite

About the role

Key responsibilities & impact

Manage the full complaint handling lifecycle for Customer Asset Management mortgage products
Handle formal written complaints from regulatory agencies
Conduct in-depth research of complex mortgage servicing issues
Prepare clear, precise, and defensible written responses
Apply judgment to assess complaint severity and regulatory risk
Manage daily caseloads of complex matters
Identify systemic risks and root causes within regulatory complaints
Partner with Compliance, Audit, Legal, Risk, and business line stakeholders
Support internal and external audits, examinations, and reviews
Serve as a subject matter resource within the team

Requirements

What you’ll need

Bachelor’s degree or equivalent work experience
3 years of relevant experience
Ability to meet and maintain Federal SAFE Act registration requirements
Advanced written communication skills
Experience handling regulatory complaints
Background in Customer Advocacy, Compliance, Collections, Mortgage Servicing, Escalations, or Complaint Resolution
Strong analytical and documentation skills
Knowledge of mortgage servicing, default, foreclosure, or CAM-related products

Benefits

Comp & perks

Health insurance
401(k) matching
Paid volunteer time
Competitive salary

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

mortgage servicingcomplaint handlingregulatory complianceanalytical skillsdocumentation skillsrisk assessmentresearch skillscustomer advocacycollectionsforeclosure

Soft Skills

written communicationjudgmentproblem-solvingcollaborationattention to detailorganizational skillscritical thinkingstakeholder managementescalation managementroot cause analysis

Certifications

Bachelor's degreeFederal SAFE Act registration