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M&T Bank · 1 month ago

Senior Quality Assurance Manager (Customer Advocacy Program • Escalated, High Risk Complaints) - Hybrid

Williamsville, NY

Full-time

Hybrid

Mid, Senior Level

$75K/yr - $124K/yr

3+ years exp

M&T Bank is seeking a Senior Quality Assurance Manager to lead a high-impact team within their Customer Advocacy division. This role focuses on managing escalated customer complaints and ensuring compliance while collaborating with various teams to enhance processes and controls.

Financial Services

H1B Sponsor Likely

Responsibilities

Lead Quality Control Operations: Oversee audits and validations of complex customer complaint resolutions, ensuring accuracy, compliance, and exceptional quality

Drive Process Excellence: Identify trends, recommend improvements, and implement solutions that elevate customer advocacy and reduce risk

Collaborate Across Functions: Act as a key liaison with Compliance, Legal, and Risk teams to address audit requests and regulatory requirements

Coach and Develop Talent: Guide your team in procedural writing, quality assessments, and continuous improvement initiatives

Champion the Customer: Ensure every resolution reflects our commitment to advocacy, integrity, and regulatory standards

Qualification

Quality AssuranceCompliance ExpertiseRisk MitigationProcess ImprovementLeadership ExperienceTeam DevelopmentCustomer AdvocacyExceptional Communication

Required

Bachelor's degree, or equivalent work experience

3+ years' in quality assurance, compliance, risk-related roles, or other related experience

2+ years' work leadership and/or supervisory experience

Preferred

Experience with Escalated Complaints: Background in handling complex customer issues from branches or call centers

Compliance & Risk Expertise: Strong understanding of regulatory requirements, controls, and risk mitigation strategies

Process Improvement Skills: Proven ability to identify gaps and implement procedural enhancements

Exceptional Communication: Skilled in writing, editing, and ensuring clarity and accuracy in customer-facing responses

Company

M&T Bank

Glassdoor3.6

Great companies have an enduring sense of purpose.

Founded in 1856

Buffalo, New York, US

10001+ employees

http://www.mtb.com

H1B Sponsorship

M&T Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (116)

2024 (113)

2023 (84)

2022 (103)

2021 (42)