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Customer Complaint Resolution Specialist – High Risk, High Visibility Escalated Complaints
M&T BankCustomer Complaint Resolution Specialist at M&T Bank managing high-risk mortgage-related complaints. Ensuring regulatory compliance and improving customer outcomes through written communications and analysis.
About the role
Key responsibilities & impact- Manage the complaint handling lifecycle for Customer Asset Management (CAM) products
- Handle written complaints received from customers, regulatory agencies, executive offices, internal partners, branches, and social media channels
- Research complex mortgage issues within strict regulatory response timelines
- Prepare clear, empathetic, and well‑structured written responses
- Assess complaint severity and risk, assigning cases appropriately or escalating when necessary
- Balance daily caseloads typically ranging from 10–15 complaints
- Identify patterns, risks, and root causes, contributing insights to improve customer experience
- Support audits and compliance reviews, ensuring accuracy and adherence to regulatory standards
- Participate in departmental initiatives and documentation
Requirements
What you’ll need- Bachelor’s degree or equivalent work experience
- 1+ year of experience in banking, financial services, or a related field
- Ability to meet and maintain Federal SAFE Act registration requirements
- Exceptional written communication skills (formal responses, professional correspondence)
- Experience in Customer Advocacy, Customer Experience, Collections, Escalations, or Complaint Resolution
- Strong critical thinking and problem‑solving ability, especially in regulated environments
- Knowledge of mortgage servicing, default, foreclosure, or CAM‑related products
- Strong analytical and data interpretation skills
- Proficiency with standard business software and systems
Benefits
Comp & perks- Medical benefits
- Retirement plans
- Paid volunteer time
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complaint handlingmortgage servicingdefaultforeclosurecustomer advocacycustomer experiencecollectionsescalationsdata interpretationregulatory compliance
Soft Skills
written communicationcritical thinkingproblem-solvingempathyanalytical skills
Certifications
Bachelor's degreeFederal SAFE Act registration