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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 walk-ins, referring complex needs to appropriate team members.

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 usage.
Explain high-level criteria for loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address other banking needs.
Follow the Bank’s sales process, providing customer-focused advice.
Proactively reach out to customers to retain and expand relationships.
Adhere to customer service standards, delivering 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 Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve and log customer complaints accurately.
Review, approve, and assist in resolving Consumer and Business Banking overdrafts.
Complete customer transactions accurately.
Complete branch 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 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.
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
Loan Application Decisioning
Relationship Management
Sales Process Adherence
Customer Retention
Customer Needs Identification
Lobby Management
AML
BSA
KYC
Fraud Identification
Complaint Resolution
Overdraft Resolution
Transaction Processing
Compliance
Operational Risk Control
Internal Control
Federal SAFE Act Registration

Location

Syracuse, 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.