Customer Experience Representative

Customer Experience Representative

Overview:

The Branch Customer Experience Representative concentrates on improving the customer's experience by utilizing digital interactions, managing the lobby, handling transactions, and delivering retail services. The main responsibilities include precisely executing financial transactions and guaranteeing outstanding service during each customer engagement.

Key Responsibilities:

• Enhance customer satisfaction through personalized service that caters to individual requirements and provides customized resolutions. Educate clients about self-help tools and demonstrate digital features to ensure a seamless experience.
• Lobby Management involves interacting proactively with visitors in the lobby, welcoming them, and attending to their urgent requirements.
• Execute customer transactions correctly, reconcile cash amounts, and adhere to bank regulations.
• Address escalated account service problems promptly and take ownership of resolving them, documenting any complaints in the database when necessary.
• Sales Referrals involve recognizing potential sales prospects and smoothly guiding customers towards the right banking associates.
• Branch Operations: Execute operational responsibilities specific to branches, such as managing cash orders, overseeing the vault, processing ATM transactions, and facilitating wire transfers.
• Follow compliance and risk management guidelines by ensuring adherence to operational risk controls and regulatory requirements. Fulfill mandatory AML/BSA/KYC tasks and uphold internal control protocols.
• Focus on customer service by delivering outstanding support, addressing common customer concerns, and displaying empathy, flexibility, and problem-solving skills in alignment with M&T Bank's core principles. Prioritize prompt handling of branch operational challenges and play a role in reducing avoidable losses and fraudulent activities.

Qualifications:

• Completion of high school diploma or its equivalent, the General Educational Development (GED) certificate, is required.
• At least half a year of experience in customer service, which involves tasks such as data input and handling of cash.
• Effective verbal and interpersonal communication abilities.
• Skill in establishing priorities, effectively handling time, and maintaining organization.
• Mastery of basic online technology.
• Having the ability to speak two languages is advantageous, depending on the requirements of the specific branch.

Physical Requirements:

• Capability to remain upright for prolonged periods and engage hands and fingers for extended durations.
• Ability to raise items ranging from 5 to 30 pounds in weight.
• Proficiency in deciphering small text and participating in in-person customer communications.

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