Contact Center Supervisor- Business Banking at M&T Bank

Bridgeport, Connecticut, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Combined minimum of 5 years’ higher education and/or relevant work experience, inclusive of a minimum of 2 years' work leadership experience
Excellent customer service skills with ability to use tact and diplomacy
Strong knowledge of relevant spreadsheet, word processing, and presentation software
Full-time availability to work 8 hour shifts 5 days per week between the hours of 6:00am - 9:00pm Monday through Friday and Saturday & Sunday 9:00am - 5:00pm
Hybrid work out of the Bridgeport, CT office

Responsibilities

Supervise and coordinate daily workflow to meet the objectives of the assigned department
Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed
Resolve complex problems arising out of customer account management, either directly or through subordinate staff
Provide leadership, guidance, feedback and training to staff
Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department
Participate in or facilitate process innovation and special projects as assigned by division management
Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance
Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management
Promote an environment that supports belonging and reflects the M&T Bank brand
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable
Complete other related duties as assigned

Skills

Contact Center Management

Workflow Supervision

Customer Account Management

Regulatory Compliance

Staff Training

Performance Management

Risk Management

Process Innovation

Business Banking

M&T Bank

Full-service banking for individuals and businesses

About M&T Bank

M&T Bank provides a variety of banking services to individuals, small businesses, and larger companies. Their offerings include mortgage assistance, personal and business checking accounts, and mobile banking options. The bank primarily operates in the Northeastern and Mid-Atlantic regions of the United States, emphasizing community engagement and a focus on customer service. M&T Bank's business model is based on traditional banking practices, such as loans, deposits, and investment products, and it generates revenue through interest income and service fees. A key aspect that sets M&T Bank apart from its competitors is its commitment to community involvement, which includes allowing employees to volunteer and supporting local organizations. The recent merger with United Bank, N.A. has further expanded their services and market presence.

Buffalo, New YorkHeadquarters

1993Year Founded

IPOCompany Stage

Financial ServicesIndustries

10,001+Employees

Risks

Competition from fintechs could erode M&T Bank's market share among tech-savvy customers.

Integration challenges from the United Bank merger may disrupt operations.

Decreased prime rate could reduce interest income, impacting profitability.

Differentiation

M&T Bank emphasizes community engagement through its charitable foundation and volunteer programs.

The bank offers a wide range of traditional and digital banking services.

Recent merger with United Bank, N.A. expands M&T's market reach and service offerings.

Upsides

M&T Bank's $1.5 billion senior notes offering strengthens its financial position.

Decreased prime rate may attract more borrowers, increasing loan volume.

Shannon Lazare's appointment as New Jersey Regional President enhances local community engagement.

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