Customer Asset Management Escalations Analyst I

Role Overview

• Responsible for overseeing the distribution of cases through the team on a rotating basis and assisting with administrative functions for the team
• Perform daily, weekly, monthly, and annual case reporting and audits
• Participate in developing system/process enhancement plans
• Investigate and resolve customer correspondences received directly or through a regulatory agency for M&T and Bayview accounts with accurate information
• Research and identify root causes; work with management to identify process gaps
• Respond to incoming phone calls and other client requests made via phone, e-mail or through letters

Requirements

• A combined 4 years higher education and/or work experience including a minimum of 2 years’ customer service experience
• Proficient with personal computers and pertinent software including word processing, spreadsheet and email software
• Strong customer service skills and an empathetic approach when interacting with customers
• Strong verbal and written communication skills
• Strong attention to detail

Benefits

• Competitive benefits ranging from medical and retirement to forty hours of paid volunteer time each year