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About the Role

Specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller, meeting customer service and sales needs. Handles customer appointments and refers complex needs to appropriate team members. This role frequently travels to different branches within a designated area to assist staff as needed.

Responsibilities

• Educate customers on features and benefits of banking solutions, making recommendations based on identified needs.
• Engage customers to bank with us, providing solutions and encouraging digital capability use.
• Explain high-level criteria for loan application decisions.
• Complete servicing responsibilities for banking relationships and identify opportunities to address other banking needs.
• Follow the Bank’s sales process and provide customer-focused advice.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and deliver solutions in key moments.
• Engage in lobby management, greeting customers and resolving their banking needs.
• Introduce appropriate banking partners for product solutions.
• Assist with and stay current on Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
• Resolve and accurately log customer complaints.
• Review, approve, and help resolve customer overdrafts.
• Accurately complete customer transactions.
• 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, including timely implementation of audit points and regulatory issues.
• Meet and maintain registration requirements under the Federal SAFE Act.
• 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.
• Ability to travel between branches as needed.
• 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.
• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift 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
• Loan Application Decisioning
• Relationship Management
• Sales Process Adherence
• Customer Retention
• Customer Needs Identification
• Lobby Management
• AML
• BSA
• KYC
• Fraud Detection
• Complaint Resolution
• Overdraft Resolution
• Transaction Processing
• Operational Activities Documentation
• Compliance
• Operational Risk Control
• Internal Control Standards
• Federal SAFE Act Registration
• Bilingual (preferred)
• Referral Ability (preferred)
• Sales Ability (preferred)
• Verbal Communication
• Interpersonal Skills
• Handling Difficult Conversations
• Organization
• Time Management
• Prioritization
• Teamwork
• Internet Proficiency

Location

• Smithtown, New York, United States of America

Work Type

• Full-time
• Hybrid

Experience Level

• 1+ year retail sales, call center, customer service, or telesales experience

Education Level

• High school diploma or equivalent (GED)

Salary/Compensations

• $22.79 - $37.99 Hourly (USD)

About the Company

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