PT Teller (28hrs / week)

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 (Anti-Money Laundering) / BSA (Bank Secrecy Act) / KYC (Know Your Customer 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 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. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.

Managerial / Supervisory responsibilities : Not Applicable

Education and experience required :

Education and experience preferred :

Physical requirements include :

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.

Location : Rochester, New York, United States of America