Business Banking Customer Relationship Liaison

About This Role

This role is part of a team of professionals focused on portfolio and risk management, service, and sales support within the Business Banking Sales Division. You will act as a cross-functional liaison between customers and various banking representatives and departments to enhance communication and grow business development opportunities. The role involves supporting branch partnerships as a Business Banking subject matter expert to minimize operational risk exposure.

Responsibilities

• Serve as an integral partner in supporting Business Banking Relationship Managers with managing customer relationships by deepening connections using proactive touchpoints, identifying referral opportunities, and providing a supportive environment for customers to explore bank products and services
• Lead communication efforts among credit underwriting, external attorneys, internal legal, document preparation departments, and others as needed to facilitate timely loan closing and proactively resolve complex issues
• Take ownership of complex account servicing and error resolution issues, including those escalated by other Bankers
• Manage the clearance of delinquent documents and other exceptions with appropriate areas
• Analyze financial information in support of client credit requests (e.g., cash flow, collateral schedules, covenant sensitivity calculations, financial models, and guarantor statement analysis)
• Provide an optimal experience to existing and prospective business customers, ensuring creation of a consultative relationship and the provision of seamless customer service
• Lead regular one-on-one meetings with Relationship Manager(s) to prioritize and strategize ongoing portfolio management activities and new loan requests, while facilitating cross-business line cluster meetings
• Play a key role in the client facing team by overseeing transaction requests, documentation collection, fraud support, error resolution, and managing escalations
• Conduct thorough research on client and bank issues, proposing comprehensive solutions and evaluating potential trade-offs while identifying risks and presenting effective mitigants
• Monitor and manage the portfolio’s outstanding assets, such as, but not limited to maturing loans, exception pricing, annual reviews, and covenant compliance, ensuring proactive oversight
• Maintain frequent contact with customers throughout the customer lifecycle, ensuring seamless onboarding, analysis of service needs, and consultation on service enhancements
• Open deposit accounts and service them on behalf of the Relationship Manager
• Act as a first line of defense with the relationship team to help identify and mitigate risks
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies
• 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
• Cultivate a diverse and inclusive workplace culture that reflects the values and brand of M&T Bank, while actively promoting these principles among team members
• Maintain operational excellence to mitigate risk and ensure all compliance requirements are met

Requirements

• Bachelor's degree and a minimum of 2 years of customer service experience or in lieu of a degree a combined minimum of 6 years higher education and/or work experience, including a minimum of 4 years customer service experience
• Knowledge of the bank’s core word processing and spreadsheet applications, and loan, deposit and customer contact systems
• Knowledge of the bank’s products, operations, policies, and procedures
• Solid familiarity with banking regulations, financial statements and commercial loan documentation
• Solid verbal and written communication skills
• Strong customer service skills with the willingness to utilize those skills in participating in the department’s sales and customer retention activities
• Ability to work as a team member, and to work effectively under pressure with tact and diplomacy
• Strong interpersonal and presentation skills
• Highly motivated, detail-oriented self-starter

Nice to have:

• Bachelor's degree and a minimum of 4 years of customer service experience or in lieu of a degree a combined minimum of 8 years higher education and/or work experience, including a minimum of 4 years customer service experience
• Thorough knowledge of bank related systems and software used to open and service deposit and lending accounts (ie: PACE, APPRO, ACAPS, nCino, OTP, Hogan, ERM, AKM, OnDemand, CTA)
• Demonstrated Sales ability
• Previous Relationship Liaison and Branch Manager experience

Important Details

• Schedule: This allows the business relationship managers to focus on generating sales and not the administrative responsibilities

About the Company

M&T Bank is committed to fair, competitive, and market-informed pay for its employees.