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M&T Bank Contact Center Supervisor- Mortgage in Millsboro, Delaware

Contact Center Supervisor- Mortgage

Location: Buffalo, NY or Millsboro, DE

Hours: Fu ll-time/ Must have availability Monday to Friday from 8:30 AM to 9:00 PM

Sign-On/Retention Bonus Included for new hires joining the bank


This position is the first level of management within the Contact Center. Directs the daily workflow of an assigned unit of between 10-15 employees (or with slightly fewer employees but covering diverse disciplines and/or complex functions) and exercises supervisory authority over staff responsible for executing a specific component of the work of the unit.

Primary Responsibilities:

  • Supervise and coordinate daily workflow to meet the objectives of the assigned department. Serve as subject matter expert on procedures, policy and operations to represent work group on Department and Bank-wide projects as needed.

  • Resolve complex problems arising out of customer account management, either directly or through subordinate staff.

  • Provide leadership, guidance, feedback and training to staff.

  • Communicate and enforce operational and procedural changes to ensure compliance with Bank and division policy, investor regulations and very complex laws and regulations pertaining to the work of the department.

  • Participate in or facilitate process innovation and special projects as assigned by division management.

  • Monitor activities of assigned staff to ensure all organizational and departmental policy and procedures and external regulations are followed to minimize risks to the Bank from non-compliance.

  • Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

  • Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis. Identify risk-related issues needing escalation to management.

  • 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.

  • Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

  • 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.

Scope of Responsibilities :

The position works under minimal supervision and uses independent judgment and discretion in the day-to-day supervision of the assigned unit.

Supervisory/Managerial Responsibilities:

Education and Experience Required:

Combined minimum of 5 years’ higher education and/or relevant work experience in a call center or bank operations environment, inclusive of a minimum of 2 years' work leadership experience

Excellent customer service skills with ability to use tact and diplomacy

Strong knowledge of relevant spreadsheet, word processing, and presentation software

Education and Experience Preferred:

Bachelor's Degree

Demonstrated work leadership skills

Excellent verbal and written communication skills

Strong knowledge of departmental systems, documents and procedures

Physical Requirements:



Williamsville, New York, United States of America

At M&T Bank, we make a difference in people’s lives. For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers. Our talent and culture set us apart. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members. At M&T, we are a talent and people driven organization. Take a peek inside M&T’s Human Capital Report to learn how it feels to be one of our 17,000+ employees. We are constantly renewing. Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences. We support our employees every step of the way.

Competitive compensation - Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance - Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO - 401(k) match at 5% with options for Roth and discretionary employer contributions - A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more - Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts

We need you. Are you ready to join us? Apply today to start the journey. If you are unable to apply through this site due to technical issues, please contact us at for assistance. M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.