Overview:
Specializes in our branch customer experience through digital
engagement, lobby management, transactional processing and retail
servicing interactions. Processes a variety of financial transactions in
an accurate and efficient manner.
Primary Responsibilities:
Adhere to the established customer service standards and provide a
differentiated experience by understanding customer needs and delivering
solutions in moments that matter most to them.
Educate our customers through shoulder-to-shoulder digital
demonstrations; identify self-service opportunities that meet the
customer’s identified needs.
Actively engage in lobby management, meeting and greeting
customers and proactively inquiring and taking ownership to address the
customer’s immediate need.
Accurately balance and process customer transactions efficiently following Bank Policy.
Take ownership of escalated account services issues until resolution;
complete and accurately log all customer complaints in the appropriate
system.
Transition identified sales opportunity and provide introduction to appropriate banking partner.
Complete branch-related operational activities as appropriate (e.g cash ordering, vault, ATM, and wire transfer activities).
Process customer/account maintenance accurately.
Complete Consumer AML (Anti-Money Laundering)/BSA (Bank Secrecy Act)/ KYC (Know Your Customer related activities.
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.
Scope of Responsibilities:
The position is responsible for providing exceptional service to
branch customers and resolving routine customer problems in a timely
manner. It is important for the jobholder to exemplify empathy, customer
centricity, flexibility and adaptability, digital fluency,
entrepreneurial spirit and critical thinking in support of the Company’s
culture and brand. The position is responsible for interacting with
appropriate areas within the Bank to ensure branch-related operational
issues are resolved efficiently and accurately. It is important for the
position to stay current on operational changes and demonstrate good
risk management decisions to assist the branch in managing preventable
losses and reducing fraudulent activity.
Managerial/Supervisory Responsibilities:
Not Applicable
Education and Experience Required:
High school diploma or equivalent (GED) and minimum of 6 months
customer service experience, including data entry and/or cash handling
experience
Proven verbal communication skills
Proven interpersonal skills
Proven ability to demonstrated exceptional customer service
Well-organized
Proven time management skills
Proven prioritization skills
Proficient with internet user-level technology
Education and Experience Preferred:
Bilingual based on branch needs
Physical Requirements:
Ability to stand for long periods of time
Prolonged use of hands and fingers
Ability to lift light to heavy objects weighing 5lbs – 30 lbs.
Ability to read fine print
Ability to interact with customers in an open face to face work environment
M&T Bank is committed to fair, competitive, and
market-informed pay for our employees. The pay range for this position
is $19.00 - $28.34 Hourly (USD). The successful candidate’s particular
combination of knowledge, skills, and experience will inform their
specific compensation.
Location
West Haven, Connecticut, United States of America
