M&T Bank · 10 hours ago
Bilingual (Spanish) Contact Center Supervisor - Mortgage
Williamsville, NY
Full-time
Hybrid
Senior Level
$26/hr - $43.34/hr
5+ years expM&T Bank is seeking a Bilingual (Spanish) Contact Center Supervisor to manage daily operations within their Contact Center. The role involves supervising a team, resolving customer account issues, and ensuring compliance with policies and regulations.
Financial Services
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
Promote an environment that supports belonging 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
Qualification
Required
Combined minimum of 5 years' higher education and/or relevant work experience, 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
Ability to fluently communicate both verbally and in writing with bank customers in both English and the specified second language. Proficiency to be determined via an assessment
Preferred
Bachelor's Degree
Demonstrated work leadership skills
Excellent verbal and written communication skills
Strong knowledge of departmental systems, documents and procedures
Previous call center, banking operations, or customer service experience
Company
M&T Bank
Great companies have an enduring sense of purpose.
10001+ employees
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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (113)
2023 (84)
2022 (103)
2021 (42)
Funding
Current Stage
Late StageLeadership Team
René Jones
Chairman & Chief Executive Officer
Dan Saper
•Co-Founder/Co-Chairman of Welcome to M&T Bank Affinity Group, Western New York Chapter
Recent News
2025-10-07
2025-10-06
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