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About the Role

Specializes in branch customer experience through sales, service, and digital engagement of Consumer and Business Banking customers. Supports daily branch operations as a Teller and meets customer service and sales needs.

Responsibilities

• Educate customers on features and benefits of banking solutions and make recommendations.
• Engage customers to bank with us and provide solutions, encouraging digital capabilities.
• Explain high-level criteria for loan application decisions.
• Complete servicing responsibilities for banking relationships and identify opportunities to solve other needs.
• Follow the Bank’s sales process and provide customer-focused advice.
• Proactively reach out to customers to retain and expand relationships.
• Adhere to customer service standards and deliver solutions based on customer needs.
• Engage in lobby management, greeting customers and resolving banking needs.
• Introduce appropriate banking partners for product solutions.
• Assist with and stay current on AML, BSA, and KYC processes; identify and escalate suspected fraud.
• Resolve and log customer complaints accurately.
• Review, approve, and help resolve customer overdrafts.
• Complete customer transactions accurately.
• Complete operational activities, including documenting customer interactions and appointments.
• Adhere to compliance and operational risk controls.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain internal control standards and implement audit points.
• Meet and maintain Federal SAFE Act registration requirements.
• Complete other assigned duties.

Requirements

• High school diploma or equivalent (GED).
• Minimum of 1 year's proven retail sales, call center, customer service, or telesales experience.
• Strong verbal communication skills.
• Strong interpersonal skills.
• Ability to interact with diverse customers (consumer to small business).
• Ability to effectively handle difficult customer conversations.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Ability to work under critical time constraints in a team environment.
• Proficiency with internet user-level technology.
• Bilingual based on branch needs (preferred).
• Proven referral and/or sales ability (preferred).
• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects (5 lbs. to 30 lbs.).
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.

Skills

• Sales
• Customer Service
• Digital Engagement
• Teller Operations
• Relationship Management
• Communication
• Interpersonal Skills
• Problem Resolution
• Time Management
• Prioritization
• Teamwork
• Technology Proficiency
• Adaptability
• Empathy
• Customer Centricity
• Digital Fluency
• Entrepreneurial Spirit
• Critical Thinking

Location

• Lockport, New York, United States of America

Work Type

• Full-time

Experience Level

• 1+ year experience

Education Level

• High school diploma or equivalent (GED)

Salary/Compensations

• $18.68 - $31.14 Hourly (USD)

About the Company

• M&T Bank is committed to fair, competitive, and market-informed pay for our employees.