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About the Role

Identifies customer needs through the bank’s retail sales process to provide proactive basic sales solutions via customer outreach, referring complex needs to appropriate team members. Specializes in branch customer experience through lobby management, servicing, and sales interactions for retail and business customers.

Responsibilities

• Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)).
• Complete basic research on customer profiles to assess potential ways to add value to clients banking relationship and transition to needs-based discussion on financial goals.
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
• Proactively reach out to clients via e-mail or phone to follow up and educate on value-added products/services to address client needs.
• Onboard new customers through customer outreach.
• Establish trust with existing clients through proactive outreach regularly.
• Schedule preset appointments for the following week and hold appointments each week.
• Adequately prepare for scheduled appointments before customer meetings.
• Perform customer servicing interactions.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points.
• Complete other related duties as assigned.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

Requirements

• High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service and/or telesales experience OR a high school diploma or equivalent (GED) and a minimum of 1 year proven proactive sales experience.
• Strong verbal communication and interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Well-organized individual with time management and prioritization skills.
• Demonstrated financial services product knowledge.
• Ability to communicate with tact and diplomacy with internal and external customers.
• Proficient with internet user-level technology.
• Ability to stand for long periods of time.
• Prolonged use of hands and fingers.
• Ability to lift light to heave objects weighing 5 lbs. to 30lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.
• Ability to use fax, telephone system, copier and other communication tools.

Skills

• Retail sales
• Call center
• Customer service
• Telesales
• Proactive sales
• Verbal communication
• Interpersonal skills
• Time management
• Prioritization
• Financial services product knowledge
• Tact
• Diplomacy
• Internet user-level technology

Location

• Rochester, New York, United States of America

Work Type

• Onsite

Experience Level

• 2 years retail sales, call center, customer service and/or telesales experience OR 1 year proactive sales experience

Education Level

• High school diploma or equivalent (GED)
• Associates degree (Preferred)
• Notary public license (Preferred)
• Bilingual (Preferred)

Salary/Compensations

• $20.55 - $34.25 Hourly (USD)

About the Company

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