Branch Customer Experience Specialist

Specializes in our branch customer experience through digital engagement, lobby management, transactional processing and retail servicing interactions. Processes a variety of financial transactions in an accurate and efficient manner.

Primary responsibilities include:

• Adhering to established customer service standards and providing a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Educating our customers through shoulder-to-shoulder digital demonstrations; identifying self-service opportunities that meet the customer's identified needs.
• Actively engaging in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address the customer's immediate need.
• Accurately balancing and processing customer transactions efficiently following Bank Policy.
• Taking ownership of escalated account services issues until resolution; completing and accurately logging all customer complaints in the appropriate system.
• Transitioning identified sales opportunity and providing introduction to appropriate banking partner.
• Completing branch-related operational activities as appropriate (e.g cash ordering, vault, ATM, and wire transfer activities).
• Processing customer/account maintenance accurately.
• Completing Consumer AML/BSA/KYC related activities.
• Adhering to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promoting an environment that supports belonging and reflects the M&T Bank brand.
• Maintaining M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Completing other related duties as assigned.

Scope of responsibilities include:

The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company's culture and brand. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.

Managerial/supervisory responsibilities are not applicable.

Education and experience required:

• High school diploma or equivalent (GED) and 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

Education and experience preferred:

• Bilingual based on branch needs

Physical requirements include:

• 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

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $25.76 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.