Customer Complaint Resolution Specialist – High Risk, High Visibility, Escalated Complaints

Role Overview

• Conduct deep-dive investigations into customer complaints received from multiple channels
• Use 20+ internal systems across 85 M&T Bank business units to verify facts, analyze patterns, and determine root causes
• Prepare clear, concise, and professional written responses reviewed by executive leadership and regulatory agencies
• Capture research findings with precise documentation that may be audited at any time
• Represent the customer’s perspective while aligning with policy, risk requirements, and regulatory standards
• Provide insights on complaint trends that help strengthen processes and improve the bank’s overall customer experience
• Maintain an active caseload of approximately 12–16 complaints in varying stages
• Meet a 10-day resolution target while upholding department quality standards

Requirements

• Associates’ degree, or equivalent work experience
• 4+ years’ customer service experience
• Strong research, documentation, and organizational skills
• Excellent written and verbal communication skills
• High attention to detail and ability to manage multiple priorities
• Ability to maintain confidentiality, composure, and professionalism
• Background in escalations, contact center tier II, quality control, or customer advocacy
• Retail banking experience or familiarity with banking processes
• Root cause analysis experience
• Demonstrated ability to receive and apply constructive feedback
• Experience handling high-risk or regulatory-sensitive issues

Benefits

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