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About the Role

Assists branch management in administering and directing employee coaching, sales/business development, marketing, and operations. Serves as a foundation for building customer loyalty and growing/retaining customer relationships through modeling and coaching the Bank's sales process. Plays a key role in Relationship Management, Sales Process, and Risk Management.

Responsibilities

• Develop new customer relationships and expand/retain existing ones by identifying opportunities and achieving sales/referral goals.
• Identify customer financial needs and present appropriate product/service options.
• Build new customer relationships through proactive engagement within the first 90 days.
• Proactively contact customers in assigned portfolios and participate in branch sales promotions.
• Exemplify and coach exceptional customer experience, maintaining a professional manner to build trust.
• Take ownership of account servicing and error resolution, including complex customer problems and escalations.
• Follow up on issues to ensure timely and accurate resolution, converting servicing situations to sales opportunities.
• Assess and identify immediate and long-term financial needs of customers, presenting options and completing sales/referrals.
• Support branch goals for customer retention, acquisition, and growth.
• Follow consumer/business banking guidelines for accuracy and proper new account handling.
• Maintain knowledge of procedures affecting branch activities.
• Project a positive image of M&T Bank within the community through local involvement.
• Ensure compliance with operational, security, and control policies, preventing fraud and protecting customer assets.
• Demonstrate teamwork by assisting colleagues and participating in team meetings.
• Coach branch team on quality referral and sales generation.
• Supervise all branch operations in the absence of the Branch Manager.
• Assist branch management with new hires, training, and coaching.
• Work with Branch Manager on new hires, personnel issues, hiring, scheduling, and expense monitoring.
• Write and deliver performance appraisals or provide input to Branch Manager.
• Provide ongoing guidance and training to branch personnel on operating/platform problems, exceptions, adjustments, and sales.
• May exercise managerial authority 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.
• 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 and implement audit points.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Requirements

• Associate’s degree and a minimum of 4 years' proven retail sales, call center, customer service and/or telesales experience OR a combined minimum of 6 years higher education and/or work experience, including a minimum of 4 years' proven retail sales, call center, customer service and/or telesales experience.
• Minimum of 1 year's supervisory and/or leadership experience.
• Excellent verbal communication and interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Strong organizational, time management, and prioritization skills.
• Demonstrated sales/business development experience and success.
• Proficiency with personal computers, pertinent word processing, spreadsheet software, and email.
• Ability to communicate and function professionally with all levels of personnel and business partners.
• Must stay current on operational, product, and system changes/enhancements.
• Must demonstrate good risk management decisions.
• Must build productive partnerships with appropriate areas of the Bank.

Skills

• Sales
• Business Development
• Marketing
• Operations
• Customer Relationship Management
• Sales Process
• Risk Management
• Customer Service
• Communication
• Interpersonal Skills
• Organizational Skills
• Time Management
• Prioritization Skills
• Microsoft Office Suite (Word, Excel, Email)

Location

• Webster, New York, United States of America

Work Type

• Full-time

Experience Level

• 1+ year supervisory/leadership experience
• 4+ years retail sales, call center, customer service, or telesales experience

Education Level

• Associate's degree or equivalent experience
• Bachelor's degree preferred
• Notary public license preferred
• Licensed Life/Health Insurance Agent preferred
• Bi-Lingual preferred based on branch needs

Salary/Compensations

• $26.00 - $43.34 Hourly (USD)

Benefits

• Training for licensing provided within 6 months

About the Company

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