📍 Job Overview

• Job Title: Banking Services Operations Associate III - Retail Servicing Customer Support
• Company: M&T Bank
• Location: Millsboro, DE
• Job Type: On-site, Full-time
• Category: Customer Support & Operations
• Date Posted: June 24, 2025
• Experience Level: 2-5 years

🚀 Role Summary

• Handle customer inquiries via mail, email, and phone calls, ensuring timely and accurate resolution.
• Collaborate with various bank departments to fulfill customer requests, such as payoff requests, payment histories, and card fulfillment.
• Maintain compliance with applicable laws and regulations, including RESPA and FDCPA.
• Develop proficiency in using multiple systems and understanding mortgage and consumer lending business and product lines.
• Contribute to the creation and maintenance of deposit account opening monetary logs for audit and compliance purposes.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to work effectively with various departments to ensure customer satisfaction and regulatory compliance.

💻 Primary Responsibilities

• Customer Inquiries & Correspondence:

  • Research and respond to customer inquiries via mail and email.
  • Handle outbound calls to customers to explain resolution to their correspondence.
  • Seek assistance when needed for more complex issues.

• Deposit Account Processing:

  • Process deposits for online opened accounts received by mail in a timely and accurate manner.
  • Create and maintain deposit account opening monetary logs for audit and compliance purposes.

• Cross-functional Collaboration:

  • Interact with other areas of the Bank to obtain needed information to respond to customer requests.
  • Complete activities in a manner compliant with applicable laws and regulations.

• Risk Management & Compliance:

  • Understand and adhere to the Company’s risk and regulatory standards, policies, and controls.
  • Identify risk-related issues needing escalation to management.

• Brand & Control Maintenance:

  • Promote an environment that supports belonging and reflects the M&T Bank brand.
  • Maintain M&T internal control standards, including timely implementation of internal and external audit points.

📝 Enhancement Note: This role involves a high degree of customer interaction and requires strong problem-solving skills to address various customer needs and maintain regulatory compliance.

🎓 Skills & Qualifications

Education:

• High School diploma or equivalent (GED)
• Associate's Degree (preferred)

Experience:

• Minimum of 2 years of relevant work experience
• M&T Bank Customer Servicing experience (preferred)

Required Skills:

• Proficiency with personal computers and pertinent spreadsheet and word processing software
• Demonstrated verbal and written communication skills
• Demonstrated problem-solving skills
• Knowledge of banking regulations (preferred)

Preferred Skills:

• Experience with customer service software and systems
• Familiarity with mortgage and consumer lending business and product lines
• Ability to work effectively in a team environment

📊 Web Portfolio & Project Requirements

• Customer Service Portfolio: Not applicable for this role.
• Project Case Studies: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: $18.00 - $28.11 per hour (USD)

Benefits:

• Medical
• Retirement
• Paid Volunteer Time

Working Hours: 40 hours per week

🎯 Team & Company Context

Company Culture:

• Industry: Banking & Financial Services
• Company Size: Large (over 10,000 employees)
• Founded: 1856
• Team Structure: The role is part of the Retail Servicing team within the Consumer Banking division.
• Development Methodology: Not applicable for this role.

Career & Growth Analysis:

• Web Technology Career Level: Not applicable for this role.
• Reporting Structure: This role reports directly to the Retail Servicing Manager.
• Technical Impact: This role has a direct impact on customer satisfaction and regulatory compliance within the retail servicing department.

Growth Opportunities:

• Career Progression: With experience and strong performance, opportunities may arise for advancement to senior roles within the retail servicing department or other areas of the bank.
• Technical Skill Development: Not applicable for this role.
• Leadership Potential: With experience and strong performance, opportunities may arise for team leadership roles within the retail servicing department.

📝 Enhancement Note: Career growth opportunities in this role may include advancement to senior customer service roles or transition to other areas of the bank, such as mortgage servicing or consumer lending.

Work Environment:

• Office Type: On-site, corporate office environment
• Office Location(s): Millsboro, DE
• Workspace Context: The role involves a high degree of customer interaction and requires a comfortable and efficient workspace for handling correspondence and making phone calls.
• Work Schedule: The role follows a standard workweek, with flexibility for handling customer inquiries and maintaining regulatory compliance.

📝 Enhancement Note: The work environment for this role is primarily on-site, with a focus on customer interaction and regulatory compliance. The role may require occasional flexibility in scheduling to accommodate customer needs.

📄 Application & Technical Interview Process

Interview Process:

• Application Review: Initial screening of resumes and application materials.
• Phone or Video Screen: A brief phone or video call to assess communication skills and fit for the role.
• In-person Interview: A formal interview with the hiring manager and/or team members to discuss the role, responsibilities, and qualifications in more detail.
• Background Check: A background check will be conducted for final candidates.

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Not applicable for this role.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role.

👥 Team Culture & Values

Customer Service Values:

• Customer Focus: Prioritize customer needs and ensure timely and accurate resolution of inquiries.
• Integrity: Maintain high ethical standards and comply with applicable laws and regulations.
• Collaboration: Work effectively with various departments to fulfill customer requests and maintain regulatory compliance.
• Continuous Learning: Stay up-to-date with changes in banking regulations and best practices for customer service.

Collaboration Style:

• Teamwork: Collaborate effectively with various departments to fulfill customer requests and maintain regulatory compliance.
• Communication: Maintain open and effective communication with customers, team members, and other departments.
• Problem-solving: Work together to address complex customer issues and maintain regulatory compliance.

📝 Enhancement Note: The team culture for this role is focused on customer service, regulatory compliance, and effective collaboration with various departments to fulfill customer requests.

⚡ Challenges & Growth Opportunities

Technical Challenges: Not applicable for this role.

Learning & Development Opportunities:

• Training: M&T Bank offers various training programs to help employees develop their skills and advance their careers.
• Mentorship: Opportunities may arise for mentorship from senior team members to help develop skills and knowledge in the field of customer service and regulatory compliance.
• Career Development: With experience and strong performance, opportunities may arise for advancement to senior roles within the retail servicing department or other areas of the bank.

📝 Enhancement Note: Learning and development opportunities for this role may include training programs, mentorship, and career advancement within the retail servicing department or other areas of the bank.

💡 Interview Preparation

Technical Questions: Not applicable for this role.

Company & Culture Questions:

• Company Knowledge: Demonstrate a solid understanding of M&T Bank's history, mission, and values.
• Customer Service Skills: Be prepared to discuss your experience with customer service and provide examples of how you have handled complex customer issues.
• Regulatory Compliance: Be prepared to discuss your knowledge of banking regulations and your experience with regulatory compliance.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating strong customer service skills, knowledge of banking regulations, and a commitment to maintaining regulatory compliance.

📌 Application Steps

To apply for this Banking Services Operations Associate III - Retail Servicing Customer Support position:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your relevant experience and skills for this role.
3. Prepare for the interview process by researching M&T Bank, familiarizing yourself with the role and responsibilities, and practicing common customer service and regulatory compliance interview questions.
4. Complete any required assessments or background checks as directed by the hiring manager.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and banking industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.