JULIA CARTER

Serves as voice of the Bank by providing an outstanding service experience for inbound and outbound customer servicing events related to digital and card exclusions and denied transactions. Responds to requests from internal departments for information required regarding investigations or disputes; may require outbound calls as well as email communications. Works to mitigate fraud loss and assist client base through critical decision making.



Primary Responsibilities:
Identify and/or address customer needs to incoming questions regarding digital and card exclusions.
Research and resolve customer issues related to web banking and card transactions in a timely and accurate manner. Make decisions regarding exclusion placement through research of current activity and analysis of the normal pattern of activity to mitigate potential losses.
Escalate and ensure resolution of complex problems as appropriate.
Change user credentials and reissue cards as necessary when fraud is suspected.
Place exclusions for digital and card access to allow authorized transactions to properly process.
Research and respond to inquiries for additional information from internal departments regrading ongoing investigations. May be responsible for providing detailed client information to Investigators as well as making outbound calls to obtain needed. information.
Responsible for customer issue through resolution or escalation and follow-up with the customer once servicing is complete to ensure their immediate needs and expectations have been met.
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

• Explain All Aspects Of The Table Games.Exchanges Currency For Gaming Chips And Pay Or Collect Bets Quickly And Accurately According To Departmental Procedures
• Notifies The Floor Supervisor Of Any Customer Needs
• Reports Any Unusual Situations And/Or Activity To The Gaming Floor Supervisor
• Customer Service And Entertainment Provided

• Counting cash in the drawer as the shift starts
• Request and verify customers' identity
• Accept and process customer requests
• Receive cash, checks, and other payments from customer and enter details electronically in respective accounts
• Answer questions related to deposits, withdrawals, loan payments, rates of interest, service charges, etc
• Exchange foreign currency for customers
• Guide and assist customers in filling forms for different types of request related to banking products and services
• Count money manually and with the currency-counting machine for deposits and withdrawals
• Resolve differences in the accounts by cross-checking details
• Assist the bank in selling products and services to customers
• Provide assistance to the staff as required
• Process traveler's checks, money orders, and saving bonds
• Check and notify counterfeit currencies to the higher authority
• Provide monthly bank statements to customers
• Count and pack currencies and coins
• Return damaged and mutilated currencies to the head teller
• Ensure adequate cash in the drawer for withdrawals
• Keep bank's and customers' information confidential
• Reconcile cash in the drawer at the end of the shift
• Comply with the bank's procedures and policies for executing banking operations
• Providing Clients With DDA information,assisting with profile updates
• Assisting clients with lost and/or stolen debit card procedures
• Assisting with overdraft charges as per procedure
• Assist with disputes of charges to accounts/debit cards
• Following key procedures to ensure all responsibilities are being met by guidelines
• Loans and lines trained, taking inbound payments,document service requests,pay off quotes and other services upon need of client and/or dealers/insurance companies/financial institutions etc
• Online banking unlocks and enrollments trained
• Assisting clients with unlocking online banking accounts as per procedure and assisting in the enrollment process, and/or assisting with forgotten if/password log in
• Mortgage servicing to include taking inbound payments,documentation service requests,payment adjustments,Pay off quotes, Escrow & Insurance questions '& Other services upon need
• Chat trained specialist to include servicing all account types listed above in a timely and efficient manner
• Contact center supervisor assistance such as Debit card whitelisting, POS increases and account assistance for contact center employees
• Previously assisted as peer mentor for new hire employees and current employees training in Higher cross training roles
• Purging Commercial Loan Accounts

• Duties Include,But Not Limited To Cashing In/Out Customers,Serving Food And Beverage,Credit Card And Cash Transactions,Food Preparation And Maintaining Cleanliness Of Work Stations

• Packing And Labeling Items For Shipping Processors,Line Production & Stacking Pallets

• Preparing & Serving Food And Beverages,Order Processing And Cashing In/Out Customers