Relationship Liaison Ii - York, United States - M&T Bank
Description
Overview:
Provides primary customer service to internal and external customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with M&T Bank policies.
Acts as a liaison between customer, relationship manager and branch manager to promote partnership coordination and internal and external customer service and satisfaction.
Primary Responsibilities:
- Act in a liaison capacity between the customer, relationship manager (RM) and branch manager (BM) to promote partnership coordination and provide internal and external customer service and satisfaction.
- Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations.
- Assist with the administration of credit and noncredit products and services through the resolution of operation problems.
- Maintain a position of trust and responsibility by keeping all customer business confidential.
- Make service and/or follow up phone calls to prospects/customers.
- Prepare customer correspondence and/or commitment letters.
- Contribute to the bank's sales and customer retention goals:
- Marketing Lists & Calling Activity
- Organize marketing lists
- Generate and send letters on behalf of RM
- Make service and/or follow up phone calls to prospects/customers
- Coordinate/schedule appointments for RM
- Assist partnership coordination/communication between RM and BM
- Referral Generation & Customer Service
- Refer identified sales opportunities to RM/BM for follow up
- Be proactive in identifying alternative delivery opportunities during customer interactions
- Communicate knowledge of customer related issues to RMs and business partners to allow proactive consultation
- Take ownership of the customer's experience with M&T bank.
- Sales Tracking & Customer Contact Systems
- Generate 'live' reports as requested; recommend oftenrequested reports be centrally automated
- Add/maintain customer information following established protocols
- Add/maintain sales and referral activities
- Monitor reports and coordinate follow up efforts requiring customer interaction
- Assist RMs and team with meeting systematic deadlines for tracking
- Provide proficient and efficient operational service.
- Notify RM of customer related issues to allow proactive consultation.
- Interact on a daily basis with all operational areas of the bank in order to review, research and correct operational and accounting customer problems.
- Utilize bank loan and deposit systems and the tools of customer service and inquiry systems in the resolution of customer problems.
- Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquires.
- Effectively interact with title companies and attorneys as required
- Coordinate the loan closing/settlement; ensuring all documentation is completed on a timely basis.
- Disburse proceeds according to instructions. May accompany RM to loan closing.
- Navigate and enter all provided information into sales tracking and customer contact systems.
- Monitor reports and coordinate follow up efforts requiring customer interaction
- Contribute to the bank's management of credit and operational risk, and regulatory compliance.
- Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.
- Follow appropriate policies and procedures as required by audit and regulatory compliance as relevant to assigned duties.
- Assist RMs in the preparation of Loan Review memos and Special Asset transfer procedures, as required.
- Proactively resolve documentation exceptions in conjunction with RMs.
- Create/maintain customer credit files as required by department
- Perform other duties and assignments as requested by management
Scope of Responsibilities:
The incumbent must possess the ability to initiate independent action, using skill and judgment in identifying and resolving problems and anticipating customer needs.
Supervisory/ Managerial Responsibilities:
None
Education and Experience Required:
- High school diploma or equivalent.
- Minimum three years customer service experience.
- Some Travel may be required due to remote support needs
- Knowledge of the bank's products, operations, policies, and procedures.
- Solid familiarity with banking regulations, financial statements and commercial loan documentation required.
- Good math aptitude.
- Solid verbal and written communication skills
- Strong customer service skills with the willingness to utilize those skills in participating in the department's sales and customer retention activities.
- Ability to work as a team member, and t
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