Financial Services Associate

Financial Services Associate

Job Overview:

This role involves focusing on enhancing the customer experience using digital engagement, managing the lobby, processing transactions, and providing retail services. Key responsibilities include accurately handling financial transactions and ensuring exceptional service during customer interactions.

Key Responsibilities:

• Enhance customer relationships by catering to their distinct needs and delivering personalized services. Educate clients on self-help functionalities and provide digital guidance to ensure efficient problem resolution.
• Efficient Lobby Management entails actively engaging with customers upon their arrival, greeting them warmly, and promptly addressing any urgent matters.
• Accurately execute customer transactions, balance cash funds, and comply with banking policies.
• Acknowledge escalated account service challenges and take ownership of finding solutions promptly, entering complaints into the system as appropriate.
• Sales Referrals encompass pinpointing sales opportunities and facilitating the transfer of customers to the right banking partners.
• Branch Operations: Administer operational duties related to branches, which encompass activities like cash ordering, vault management, ATM services, and wire transfer processing.
• Meet compliance and risk management obligations by adhering to operational risk controls and regulatory standards. Carry out essential AML/BSA/KYC activities and support internal control protocols.
• Stress the significance of customer service excellence, resolving typical customer issues, and demonstrating empathy, adaptability, and critical thinking in line with M&T Bank's brand values. Ensure the prompt handling of operational issues within branches and aid in minimizing preventable losses and fraud.

Qualifications:

• The minimum education requirement is a high school diploma or GED.
• Experience of at least six months in customer service is necessary, with specific skills in data entry and cash management.
• Strong verbal and interpersonal communication expertise.
• Ability to prioritize effectively, manage time proficiently, and remain organized.
• Competent in working with web-based applications.
• Bilingual capabilities are a positive attribute, based on the demands of the branch.

Physical Requirements:

• Proficient in remaining upright for extended periods and using hands and fingers continuously.
• Proficient in the lifting of items within the 5 to 30-pound weight range.
• Competence in understanding small print and engaging directly with customers.

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