3+ years customer service or complaint management experience
Bachelor's degree or equivalent work experience
Experience in regulated banking environment
M&T Bank is seeking a Head of Customer Complaints Intake to oversee and improve the escalated complaints intake process. This hybrid role requires leadership in process reengineering and collaboration with various partners to enhance operational efficiency and ensure regulatory compliance
Job Summary
This role supports the day-to-day operation and ongoing improvement of escalated complaints intake processes across multiple channels.
The position requires direct supervision of a team of approximately 3-5 Intake Specialists while ensuring regulatory compliance and accurate data capture.
Candidates must be comfortable working hybrid with four days in-office at either Williamsville, NY or Bridgeport, CT locations.
Matching Summary
Match Score: 85
M&T Bank is seeking a Head of Customer Complaints Intake to oversee and improve the escalated complaints intake process. This hybrid role requires leadership in process reengineering and collaboration with various partners to enhance operational efficiency and ensure regulatory compliance.
Salary
Base: $74,600.00 - $124,400.00 Annual (USD); Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
3+ years customer service or complaint management experience
Bachelor's degree or equivalent work experience
Experience in regulated banking environment
Direct supervision of 3-5 team members
Process reengineering and workflow documentation skills
Nice-to-have
Cross-functional collaboration with Risk and Compliance
Experience with system configuration and testing
Strong data analysis and reporting capabilities
Background in legal or audit support
Ability to manage ambiguity in procedures
Key Requirements
Bachelor's degree preferred in Business Administration, Finance, or related field
3+ years experience in complaint management, operations, or compliance within banking
Experience supporting operational controls and end-to-end process execution
Comfort interacting with senior stakeholders and executive offices