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About the Role
Specializes in branch customer experience through digital engagement, lobby management, transactional processing, and retail servicing interactions. Processes a variety of financial transactions accurately and efficiently.
Responsibilities
- Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
- Educate customers through digital demonstrations and identify self-service opportunities.
- Engage in lobby management, greeting customers and proactively addressing their needs.
- Accurately balance and process customer transactions efficiently following Bank Policy.
- Take ownership of escalated account services issues until resolution and log customer complaints.
- Transition identified sales opportunities and provide introductions to appropriate banking partners.
- Complete branch-related operational activities such as cash ordering, vault, ATM, and wire transfer activities.
- Process customer/account maintenance accurately.
- Complete Consumer AML/BSA/KYC related activities.
- Adhere to applicable compliance/operational risk controls.
- 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.
Requirements
- High school diploma or equivalent (GED)
- 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 demonstrate exceptional customer service
- Well-organized
- Proven time management skills
- Proven prioritization skills
- Proficient with internet user-level technology
- Bilingual based on branch needs (preferred)
- 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
Skills
- Customer service
- Digital engagement
- Lobby management
- Transactional processing
- Retail servicing
- Data entry
- Cash handling
- Verbal communication
- Interpersonal skills
- Time management
- Prioritization
- Internet user-level technology proficiency
- Risk management
- Empathy
- Customer centricity
- Flexibility
- Adaptability
- Digital fluency
- Entrepreneurial spirit
- Critical thinking
Location
- Hamburg, New York, United States of America
Work Type
- Onsite
Experience Level
- 6 months customer service experience
Education Level
- High school diploma or equivalent (GED)
Salary/Compensations
- $18.00 - $26.21 Hourly (USD)
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for our employees.