Bank Operations Associate

Bank Operations Associate

Job Overview:

The Bank Operations Associate's main objective is to enhance customer experience through digital engagement, lobby management, transaction processing, and retail servicing. Key responsibilities include accurately processing financial transactions and ensuring excellent service during all customer interactions.

Key Responsibilities:

• Optimize customer satisfaction through a deep understanding of their needs and delivering customized services. Educate customers on self-service resources and provide digital tutorials for a comprehensive support experience.
• Proactively engage with individuals in the lobby, offer friendly greetings, and promptly address any immediate requirements to ensure efficient Lobby Management.
• Properly manage customer transactions, reconcile cash flow, and follow banking regulations.
• Assume responsibility for resolving escalated account service problems and ensure they are addressed in a timely manner, logging complaints in the system when needed.
• Sales Referrals emphasize the identification of sales opportunities and the seamless transfer of customers to the right banking partners.
• Branch Operations: Engage in operational activities connected to branches, which include tasks such as ordering cash, overseeing the vault, processing ATM transactions, and facilitating wire transfers.
• Adhere to compliance and risk management requirements, including operational risk controls and regulatory standards. Conduct necessary AML/BSA/KYC tasks and support internal control measures.
• Concentrate on providing exceptional customer service, solving routine customer problems, and exemplifying empathy, adaptability, and critical thinking in accordance with M&T Bank's brand values. Ensure timely resolution of operational issues within branches and collaborate in the efforts to decrease preventable losses and fraudulent incidents.

Qualifications:

• Possession of either a high school diploma or equivalent GED qualification is essential.
• A requirement for applicants is to have a background of at least six months in customer service, with experience in data entry and cash handling.
• Skillful in conveying messages through verbal and interpersonal means.
• Capability in arranging priorities, effectively utilizing time, and staying orderly.
• Efficiency in navigating internet-level technology.
• Having the capacity to communicate in two languages is advantageous, based on the needs of the branch.

Physical Requirements:

• Skill in maintaining a standing position for prolonged periods and using hands and fingers continuously.
• Proficiency in managing objects with weights falling between 5 and 30 pounds.
• Proficient in reading intricate text and engaging in face-to-face customer engagements.

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