Mortgage Customer Support Manager

M&T Bank Millsboro, DE
Basic Function:

In this leadership role, you will oversee a team of 10 employees that provide second level customer support for performing loan mortgage customers. The manager of this team will be expected to provide successful management, planning and coordination of a dedicated business unit within the Mortgage Customer Support Department within the Retail Loan Servicing COE in Banking Services for M&T Bank located in Millsboro, DE.

You will provide technical, functional and operational expertise in department work policies and procedures and make recommendations concerning staffing, performance appraisals, performance management, promotions and salary recommendations.

Responsibilities:

* Planning, leadership, problem resolution, analysis and reporting for assigned unit.

* Ensure that the unit managed is adequately staffed and personnel are well trained.

Review and recommend new methods and procedures of operations to improve efficiency.

* Provide recommendations for department policy changes and create new unit policy and procedures.

Consult and collaborate with operations staff.

* Provide input to tactical planning and short-term initiatives and participate in departmental projects.

* Ensure unit contingency planning and regulatory compliance.

Support annual budget process and control expenses.

* Make recommendations concerning staffing, performance appraisals, promotions, salary recommendations and terminations.

* Administer Human Resource recommended actions.

* Oversee training and development of direct reports.

* Interview prospective employees and make recommendations for hire.

* Provide technical, functional and operational expertise for Mortgage Customer Support policies and procedures.

Basic Qualifications:

* Bachelors Degree or in lieu of degree four years relevant work experience.

* Minimum three years operations experience.

* Minimum three years supervisory experience.

* Thorough knowledge of personal computers/mainframe utilized in assigned department.

* Proficient in software utilized in department to include Microsoft Office.

* Knowledge of applicable products, systems and workflows.

* Excellent verbal and written communication skills.

* Ability to work individually as well as a member of a team.

* Self-motivated, well-organized individual.

* Ability to work under time constraints.

* Ability to handle multiple tasks in support of various assignments.

* Ability to function professionally at many different levels (clients, management, and peers).

* Strong interpersonal skills necessary for business partner relationships within and outside organization.

* Solid knowledge of unit/department policies and procedures.

Ideal Qualifications:

* Master's degree preferred.

About M&T:

At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.

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