Overview:

Provide primary customer support by servicing the needs of existing and prospective customers, ensuring smooth delivery of superior customer service. Assist business banker representatives or mortgage administrators to provide customer support in business development activities.

Primary Responsibilities:

Act as liaison with other internal areas to ensure timely workflow of document production for loans and proper management of loan portfolio.

Coordinate processing of loan application and documentation and booking and processing loans. Coordinate clearance of delinquent documents and other exceptions with appropriate areas. Coordinate the loan closing/settlement, ensuring all documentation is completed on a timely basis.

Independently calls on customers, in person and on the phone, to build strong customer relationship, analyze service enhancements and identify sales opportunities. Coordinate pre and post call planning sessions with parties involved.

Sell, document and coordinate implementation of the more elaborate products. In conjunction with business development representatives or mortgage administrators, proactively researches/screens for prospects

Compile and prepare statistical data of monthly performance for review by Senior Management which outlines Portfolio Delinquencies, Collections, Charge Off activity, Expenses and Recoveries.

Monitors Portfolio Loan activity and takes action to correct if deemed necessary.

Ensure timely and efficient customer service for assigned area. Provide service support to business development representatives or mortgage administrators for the purpose of resolving performance/account problems. Handles a variety of customer inquiries regarding accounts.

Maintain up-to-date information/knowledge regarding assigned area customer accounts, i.e. services, financial relationships, previous problems, etc. Assists with deposit servicing needs of business banking or commercial real estate customers. Opens, closes and transfers DDA accounts. Controls overdrafts and account delinquency.

Maintain credit files. Process requests for research, corrections, loan payments, loan advances, collateral releases, wire transfers and credit inquiries.

May provide work leadership and training to customer service/support group within the assigned area.

Keep abreast of product lines, internal policies and procedures, and external regulations that may impact assigned area.

Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.

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:

The incumbent is responsible for performing all follow-up and backup work required to support business development representatives or mortgage administrator with day to day customer service. This allows business development representatives or mortgage administrators to focus on generating sales and not the administrative responsibilities.

The incumbent must possess the ability to initiate independent action, using skill and judgement in identifying and resolving problems and anticipating customer needs.

Supervisory/ Managerial Responsibilities:

None

Education and Experience Required:

Bachelor’s degree and a minimum of 4 years’ service experience or in lieu of a degree a combined minimum of 8 years higher education and/or work experience, including a minimum of 4 years’ service experience

3 years retail/commercial/corporate credit loan processing experience

Proficient personal computer skills, including Microsoft Word and Excel

Education and Experience Preferred:

Knowledge of bank policies, procedures, and banking regulations are required. Knowledge of courthouse and state filings

Knowledge of financial statements and loan documentation

Ability to work as a team member

Excellent customer service skills with the ability to use tact and diplomacy

Sales ability

Physical Requirements:

Location