Customer Experience Banker I - Call Center

Overview
Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

Primary Responsibilities

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.

Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Explain the high-level criteria used to decision loan applications.

Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.

Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.

Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.

Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.

Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs.

Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.

Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities. Identify and elevate cases of suspected fraud.

Resolve and accurately log all customer complaints in the appropriate system.

Review, approve and help resolve Consumer and Business Banking customer overdrafts.

Accurately complete customer transactions.

Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.

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.

Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

Complete other related duties as assigned.

Scope of Responsibilities
The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. It is a key driver of sales and the customer experience within the branch. The position interacts with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The jobholder must exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand. In functioning in multiple capacities within the branch, the jobholder must be adaptable to serve any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities
Not Applicable

Education and Experience Required

High school diploma or equivalent (GED) and a 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 varying 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.

Education and Experience Preferred

Bilingual based on branch needs.

Proven referral and/or sales ability.

Physical Requirements

Ability to stand for long periods of time.

Prolonged use of hands and fingers.

Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs.

Ability to read fine print.

Ability to interact with customers in an open face-to-face work environment.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location
Glen Burnie, Maryland, United States of America

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