About This Role
This role specializes in the branch customer experience through digital engagement, lobby management, transactional processing, and retail servicing interactions. The Teller processes a variety of financial transactions accurately and efficiently, providing exceptional service and resolving routine customer problems in a timely manner.
Responsibilities
- Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions
- Educate customers through shoulder-to-shoulder digital demonstrations; identify self-service opportunities that meet customer needs
- Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address immediate customer needs
- Accurately balance and process customer transactions efficiently following Bank Policy
- Take ownership of escalated account services issues until resolution; complete and accurately log all customer complaints in the appropriate system
- Transition identified sales opportunities and provide introduction to appropriate banking partners
- Complete branch-related operational activities as appropriate (e.g., cash ordering, vault, ATM, and wire transfer activities)
- Process customer/account maintenance accurately
- Complete Consumer AML (Anti-Money Laundering)/BSA (Bank Secrecy Act)/KYC (Know Your Customer) related activities
- 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 together with any issues raised by external regulators as applicable
- 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
Nice to have:
- Bilingual based on branch needs
Benefits
- Fair, competitive, and market-informed pay
Important Details
- Physical Requirements: Ability to stand for long periods of time
