Senior Quality Assurance Manager (Customer Advocacy Program • Escalated, High Risk Complaints) - Hybrid at M&T Bank

Williamsville, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Bachelor’s degree or equivalent work experience
3+ years in quality assurance, compliance, risk-related roles, or other related experience
2+ years work leadership and/or supervisory experience
Eligible to live within commuting distance to Williamsville, NY or Bridgeport, CT offices (hybrid: 3 days in office per week)
Prepared to travel at least once per quarter within M&T Bank east coast footprint (may be more frequent)

Responsibilities

Lead Quality Control Operations: Oversee audits and validations of complex customer complaint resolutions, ensuring accuracy, compliance, and exceptional quality
Drive Process Excellence: Identify trends, recommend improvements, and implement solutions that elevate customer advocacy and reduce risk
Collaborate Across Functions: Act as a key liaison with Compliance, Legal, and Risk teams to address audit requests and regulatory requirements
Coach and Develop Talent: Guide team of 5-10 professionals in procedural writing, quality assessments, and continuous improvement initiatives
Champion the Customer: Ensure every resolution reflects commitment to advocacy, integrity, and regulatory standards
Manage team validating written and verbal escalated, high risk complaint responses for accuracy, clarity, and compliance
Develop and enhance the complaint program quality framework
Work with leaders to raise quality standards and increase quality resolutions

Skills

Quality Assurance

Customer Complaints

Compliance

Risk Management

Audits

Process Improvement

Team Leadership

Regulatory Adherence

Root Cause Analysis

Coaching

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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