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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical ability and creative problem-solving skills to develop and execute customer engagement strategies. Proficient in leveraging lead management tools and adhering to regulatory standards while driving portfolio growth and customer retention.
Highest-signal resume keywords
Analytical AbilityCustomer Retention StrategiesLead Management ToolsOutreach Initiatives ManagementRegulatory Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisCapture Strategies DevelopmentCustomer Engagement OptimizationPortfolio Growth StrategiesPerformance Data Analysis
Soft Skills
Interpersonal CommunicationCreative Problem-SolvingSelf-MotivatedAttention to DetailOrganizational Skills
Tools & Technologies
VelocifyVollyDialer TechnologiesSpreadsheet SoftwareDatabase Software
Industry Keywords
Customer Outreach CampaignsRisk ManagementBusiness StrategiesLead GenerationMortgage Industry
About the role
Key responsibilities & impact- Provide high-level analytical support in designing, developing, and communicating long-term business strategies
- Partner with stakeholders to identify opportunities that drive customer retention, portfolio growth, and new business acquisition
- Support development and implementation of capture and recapture strategies
- Design, execute, and optimize customer outreach campaigns and engagement initiatives across multiple channels
- Leverage Velocify, Volly, dialer technologies, and related lead management tools
- Analyze customer, portfolio, lead, outreach, and campaign performance data
- Develop actionable recommendations to improve customer engagement, conversion effectiveness, retention, and business performance
- Adhere to risk and regulatory standards, policies, controls, and the Company's Risk Appetite
- Identify risk-related issues requiring escalation to management
- Promote an environment supporting belonging and reflecting the M&T Bank brand
- Maintain internal control standards and implement audit and regulatory issues
- Provide work leadership and may indirectly manage team members on specific projects
Requirements
What you’ll need- Strong analytical ability and creative problem-solving skills
- Strong interpersonal, written, and verbal communication skills
- Self-motivated, results driven, and well organized
- Ability to handle multiple tasks and work under time constraints
- Proficient with personal computers and spreadsheet, database, graphing, and presentation software
- Bachelor’s degree and minimum of 5 years relevant work experience, or in lieu of a degree, a combined minimum of 9 years higher education and/or work experience
- Strong attention to detail
- Ability to work independently and function as a member of a team
- Experience developing and executing capture and recapture strategies within mortgage
- Experience managing outreach initiatives, lead generation and management processes, customer retention efforts, and portfolio growth strategies
- Experience onboarding and managing Velocify, Volly, and dialer technologies
- Ability to translate data and business insights into actionable recommendations