Senior Customer Complaint Resolution… at M&T Bank · New York

Senior Customer Complaint Resolution Specialist (High Risk, High Visibility Escalated Complaints) - Hybrid Location: Getzville, NY About the Role: This Senior role sits at the center of M&T Bank’s Customer Advocacy efforts, specializing in high‑risk, highly regulated mortgage‑related complaints, including accounts in default or foreclosure. Senior Specialists are trusted to manage the most complex and highest‑risk cases, including formal complaints received directly from regulatory agencies. As a Senior Customer Complaint Resolution Specialist, you will manage written customer and regulatory escalations end to end – intake, research, resolution, root cause analysis, and response – while exercising heightened judgment due to increased regulatory scrutiny and audit exposure. These complaints require deeper analysis, strict adherence to regulatory expectations, and precision in written responses, as outcomes may directly influence regulatory examinations, audits, or supervisory actions. This is a mission‑driven role with significant impact. Behind every complaint is a customer experiencing financial hardship, and the work you do directly contributes to protecting customers’ homes while safeguarding the bank’s regulatory, legal, and reputational standing. Customer contact is minimal; success is driven by strong written communication, analytical skill, and regulatory awareness. What You’ll Do: Manage the full complaint handling lifecycle for Customer Asset Management (CAM) mortgage products, with primary responsibility for strict regulatory complaints and high‑risk escalations. Handle formal written complaints received from regulatory agencies, executive offices, legal partners, and other high‑exposure sources, ensuring responses meet regulatory and audit expectations. Conduct in‑depth research of complex mortgage servicing issues, often involving default or foreclosure, under stringent regulatory timelines. Prepare clear, precise, and defensible written responses that balance customer advocacy, regulatory compliance, and risk mitigation. Apply advanced judgment to assess complaint severity, regulatory risk, and potential downstream impact, escalating issues proactively when warranted. Manage daily caseloads that include highly complex matters requiring extended investigation, coordination, and documentation. Identify systemic risks, emerging trends, and root causes within regulatory complaints, contributing insights that inform process improvements and risk reduction efforts. Partner closely with Compliance, Audit, Legal, Risk, and business line stakeholders to ensure alignment and accuracy. Support internal and external audits, examinations, and reviews by ensuring documentation is thorough, defensible, and regulator‑ready. Serve as a subject matter resource within the team, providing guidance or informal support on complex complaint handling. Operate independently with minimal supervision while upholding the highest standards of regulatory integrity and professionalism. Why This Role Matters: You help customers navigating some of the most challenging moments of their financial lives. You play a critical role in regulatory compliance, audit readiness, and risk mitigation for the bank. Your work directly impacts how the bank is perceived by regulators, customers, and internal stakeholders. You help surface insights that improve policies, processes, and the end‑to‑end customer experience. Who We’re Looking For: We’re seeking an experienced professional with strong judgment, exceptional writing skills, and a deep understanding of regulated environments. You’re comfortable navigating ambiguity, assessing regulatory risk, and crafting thoughtful, compliant responses to highly sensitive matters – while maintaining empathy for customers facing financial hardship. Education and Experience Required Bachelor’s degree or equivalent work experience 3 years of relevant experience Ability to meet and maintain Federal SAFE Act registration requirements Education and Experience Preferred Advanced written communication skills, particularly for formal regulatory and executive‑level correspondence Experience handling regulatory complaints, escalations, or high‑risk customer issues Backgrounds in Customer Advocacy, Compliance, Collections, Mortgage Servicing, Escalations, or Complaint Resolution Strong critical thinking and problem‑solving ability in highly regulated environments Demonstrated ability to assess risk, compliance exposure, and downstream impacts Knowledge of mortgage servicing, default, foreclosure, or CAM‑related products Strong analytical and documentation skills with attention to detail Highly organized, self‑directed, and comfortable managing complex priorities under strict deadlines Professional presence and ability to collaborate effectively across Compliance, Audit, Legal, Risk, and business teams Proficiency with standard business software and complaint management systems Work Model & Location: This is a hybrid role requiring four days in-office per week Eligible candidates must live within reasonable commuting distance to 475 Crosspoint Parkway, Getzville, NY 14068 Work Schedule & Availability Requirements: Monday-Friday, 8:00am-4:30pm M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $62,200.00 - $103,600.00 Annual (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation. Location Getzville, New York, United States of America