Banking Services Operations Associate V - Customer Mortgage

at M & T Bank in Millsboro, Delaware, United States

Job Description


Schedule: M-F 8:00 AM – 5:00 PM

This position is remote to start, and then will transition to a hybrid model, with some days being on-site at the Millsoboro location and other days during the week as WFH.


Responds to written and email correspondence and complaints of a most complex nature from mortgage and consumer lending customers. Completes outbound phone calls to customers as required to explain resolution to their correspondence.

Primary Responsibilities:

+ Research and respond to most complex customer inquiries (mail and email) on Mortgage and Consumer Lending products and inquiries related to non-regulatory complaints.

+ Review documentation and records to gather the information necessary to respond to the inquiries.

+ Work with and assist or complete quality control of offshore vendors who are processing work on behalf of the Bank.

+ Interact with other areas of Mortgage and Consumer Lending servicing, as well as Compliance and Legal, to obtain information to respond to customer requests and complaints.

+ Complete activities in a manner compliant with applicable laws and regulations, such as RESPA (Real Estate Settlement Procedures Act), FDCPA (Fair Debt Collection Practices Act) and other applicable mortgage servicing regulations.

+ Maintain proficiency in use of multiple pertinent systems and subject matter expert knowledge of Mortgage and Consumer Lending business and product lines.

+ Review and draft related procedures as requested.

+ Draft manual communications (email and letter) to customers on a frequent basis.

+ Approve manual communications, both email and letter, for the department.

+ Complete exception processing and research, including facilitating resolution of complex issues and non-regulatory complaints. Communicate directly with customers verbally and in writing to resolve complaints.

+ Support and assist with implementing projects, process improvements and initiatives in the area.

+ Interact with business partners via Webex and audio conference calls to review and resolve customer complaints.

+ Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.

+ Promote an environment that supports diversity 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.

Scope of Responsibilities:

This area is primarily responsible for the M&T’s correspondence process for mortgage and consumer lending, inclusive of written communication (letters, emails) which meet the definition of a complaint.

Education and Experience Required:

Associate’s degree and a minimum of 2 years’ general work experience, or in lieu of a degree, a combined minimum of 4 years’ higher education and/or work experience, including a minimum of 2 years’ general work experience

Proven customer service experience

Proficiency with personal computers as well as pertinent spreadsheet and word processing software

Excellent verbal and written communication skills

Advanced problem-solving skills

Experience constructing easily understood correspondence

Experience reviewing and correcting written correspondence

Education and Experience Preferred:

Bachelor’s degree

Minimum of 3 years’ mortgage servicing experience

Knowledge of RESPA requirements


Millsboro, Delaware, United States of America

At M&T Bank, we make a difference in people’s lives . For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers.

Our talent and culture set us apart. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members. At M&T, we are a talent and people driven organization. Take a peek inside M&T’s Human Capital Report ( to learn how it feels to be one of our 17,000+ employees.

We are constantly renewing. Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences.

We support our employees every step of the way.

+ Competitive compensation

+ Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance

+ Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO

+ 401(k) match at 5% with options for Roth and discretionary employer contributions

+ A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more

+ Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts

We need you. Are you ready to join us? Apply today to start the journey.

If you are unable to apply through this site due to technical issues, please contact us at for assistance.

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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Job Posting: JC191756547

Posted On: Sep 05, 2021

Updated On: Sep 24, 2021