M&T Bank Mortgage Contact Center Representative in Cheektowaga, New York
Sells a range of Mortgage products and services to new and existing customers through inbound or outbound calls. Provides basic information on Mortgage products. Sends prospects/customer referrals to or sets-up prospect/customer appointments with the appropriate area as needed based on product and/or the campaign. Follows-up with customers on applications or sales activities initiated though phone calls, Chat, as well as applications assigned from MTB.com or the specialist team, to ensure timely receipt of all required documentation for pending and approved sales to ensure timely close. Works with the branch and customer to schedule loan closings. Participates in inbound/outbound sales campaigns as needed to attract new and expand existing customer relationships. Supports various pilot initiatives while applying appropriate strategies to retain customer accounts and expand customer relationships. Ensures all supporting operational requirements are followed to ensure adherence to state and Federal regulations, the Bank Secrecy Act, USA Patriot Act, TCPA (Telephone Consumer Protection Act) and OFAC (Office of Foreign Asset Controls). Responds to and resolves information inquiries from customers regarding Mortgage banking product line. Adheres to the requirements of Federal registration under the SAFE Act.
Identify customers’ financial needs through needs-based questions and present all appropriate options using knowledge of all products to ensure the right product is sold.
Ask customer for the sale and take application, schedule appointments or send referral to appropriate area depending on product type. Seek opportunities to bundle products and services to customers to expand relationships with them.
Review sales reports and associated systems for outstanding questions or documentation needed to process the application. Communicate with the customer and relevant departments to gather all information or documentation as well as providing an application status update for the customer.
Communicate with the customer up through approval or account booking depending on the application type.
Ensure sales activities meet individual sales goals, including customer retention, acquisition and growth goals, cross-sell conversion goals and participate in sales promotions to contribute to achievement of overall department goals. Track sales/appointments as needed per campaign.
Support Bank guidelines for delivering exceptional customer experience including proactively greeting customers, using their name and ending each interaction by saying “Thank you for banking with M&T, is there anything else I can do for you today (customer name)?” Maintain a professional manner to build customer confidence and trust.
Take ownership of account servicing and error resolution including resolving routine customer concerns and referring more complex issues to appropriate department, specialist, or supervisor. Follow-up on these issues as required to ensure timely and accurate resolution and convert servicing situations to sales/referral opportunities.
Follow consumer guidelines for accuracy and proper new account handling and exception processing.
Ensure compliance with operational, security and control policies/procedures to support preventing fraud and protecting customer assets.
Provide appropriate verbal and written disclosures accurately and timely in accordance with regulations and Bank policies.
Demonstrate teamwork by proactively assisting other colleagues or other Telephone Banking departments when needed and by actively participating and contributing during team meetings.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
Education and Experience Required:
Minimum of 4 years' higher education and/or 4 years’ sales/customer service experience (High school diploma or equivalent (GED) if no college degree
Proven verbal and written communication and interpersonal skills
Proven customer service skills and an understanding of the role it plays in maintaining and expanding customer relationships
Proven organizational skills
Basic familiarity with PC’s
Education and Experience Preferred:
2 years’ sales/customer service experience in a call center, retail store or financial services
Basic knowledge of business products and services
Proven time management and prioritization skills
Proficiency with personal computers as well as pertinent software packages
Cheektowaga, New York, United States of America
At M&T Bank, we understand what's important when you're considering a career. M&T strives to be the best company our employees ever work for, the best bank our customers ever do business with, and the best investment our shareholders ever make.
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Heritage of strength and stability
Exceptional and long-tenured employees
Focus on long-term client relationships
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