Account Relationship Consultant

Account Relationship Consultant

Job Description:

Pinpoints customers' needs by utilizing the bank's sales approach to offer early-stage sales recommendations through customer engagement for simple requirements and directs complex needs to the appropriate team member or partner. Specializes in optimizing the customer experience at the branch by overseeing the lobby, facilitating services, and executing sales interactions for retail and business customers.

Primary Responsibilities:

• In Relationship Management, the emphasis is on building mutually beneficial relationships with clients based on trust, communication, and understanding their needs and expectations. The Sales Process involves guiding customers through the purchasing journey, from initial contact to final transaction, ensuring a seamless and satisfying experience for all parties involved. Risk Management entails identifying, assessing, and mitigating potential risks that could impact the company's operations, finances, or reputation, safeguarding its interests and assets. Managing customer information profiles involves collecting, organizing, and analyzing data to gain a better understanding of clients and provide personalized services and targeted marketing efforts.
• Analyze customer profiles to identify strategies that can improve the value offered in banking relationships and facilitate conversations that are geared towards financial goals
• Acknowledge the financial needs of customers and present a variety of suitable options for products and services through cooperation with relevant internal partners.
• Be proactive in engaging with clients via email or telephone to follow up and offer guidance on enhanced products/services tailored to their needs
• Connect with new clientele through targeted and personalized communication efforts to welcome them aboard
• Strengthen client confidence by regularly engaging with them and being the first to initiate contact
• Plan fixed appointments for the upcoming week and adhere to the weekly appointment schedule
• Ensures readiness for the scheduled meeting with the customer through adequate preparation
• Handle customer service interactions professionally.
• Adhere to the operational risk controls that align with the standards and policies set by the Company or regulatory bodies.
• Establish an environment that is conducive to nurturing a sense of connection and alignment with the M&T Bank image.
• Follow M&T internal control criteria by promptly acting on internal and external audit suggestions and addressing any concerns raised by external regulatory bodies where necessary.
• Undertake supplementary duties as instructed.
• Tasked with fulfilling and managing registration prerequisites outlined in the Federal SAFE Act

Scope of Responsibilities:

• Within the branch, this position acts as the key focal point for capitalizing on sales, service, and referral possibilities to assist in meeting the branch's goals and operational demands.
• The position serves as a primary factor in influencing customer movement within the branch to assist in these functions.
• The job focuses on maintaining relationships with current customers and driving business expansion by identifying sales opportunities within the customer pool.
• To effectively assist the branch in managing avoidable losses and mitigating fraudulent activity, the incumbent must be well-versed in operational, product, and system changes and exhibit proficiency in making informed risk management decisions.

Mandatory education and expertise:

• A high school diploma or GED, coupled with at least 2 years of confirmed experience in retail sales, call center functions, customer service, or telesales, is required for this position
• Proficient in verbal communication and interpersonal interactions
• Documented success in exhibiting exceptional customer care abilities
• Well-ordered person who excels in time management and prioritizing tasks
• Exhibited knowledge in various financial products and services
• The ability to engage in courteous and strategic communication with both internal and external stakeholders is crucial
• Adept at utilizing internet-related technology at a level accessible to most users
• Associates degree
• Notary public license
• Modifying language capabilities according to the demands of individual branches

Physical Requirements:

• Aptitude for standing for extended periods without discomfort
• Persistent engagement of hands and fingers for an extended period
• Skilled in lifting both light and heavy objects, with weights varying from 5 to 30 pounds
• Capacity to understand detailed print
• Proficiency in facing clients directly within a transparent, in-person work setting
• Capability in employing fax, telephone systems, copiers, and similar communication tools

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