Head Of Customer Complaints Intake (people Leadership & Process Reengineering) - Hybrid

MTB (M&T Bank)

Williamsville, New York, United States of America
Base: $74,600.00 - $124,400.00 annual (usd); bonus...
Hybrid
3+ years in banking or regulated industry
Experience with complaint management processes
Cross-functional collaboration with risk and compliance
This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels

Job Summary

  • This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels.
  • The position focuses on documenting workflows, supporting system enhancements, and ensuring complaints are accurately captured and routed in line with regulatory requirements.
  • Candidates will directly supervise a team of approximately 3-5 Intake Specialists while driving process improvements to reduce manual effort.

Matching Summary

This role supports the day-to-day operation and ongoing improvement of the escalated complaints intake process across multiple channels.

Salary

Base: $74,600.00 - $124,400.00 Annual (USD); Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • 3+ years in banking or regulated industry
  • Experience with complaint management processes
  • Cross-functional collaboration with Risk and Compliance

Nice-to-have

  • Strong organizational and documentation skills
  • Ability to manage ambiguity effectively
  • Experience coaching staff in workflow environments

Key Requirements

  • Bachelor's degree or equivalent work experience
  • 3+ years experience in customer service, compliance, or risk management
  • Background in operational controls and data quality

Work Rights

Not specified

Tailored Resume

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