Personalized Banking Specialist

Job Description:Personalized Banking Specialist

Discovers customer needs through the bank's retail sales process to provide proactive sales solutions through customer engagement for basic needs and forwards complex needs to the relevant team member/partner. Specializes in enhancing the branch's customer experience through managing the lobby, facilitating services, and conducting sales interactions for both retail and business customers.

Primary Responsibilities:

• Relationship Management plays a key role in establishing and maintaining positive and productive relationships with clients, fostering trust, loyalty, and satisfaction. In the Sales Process, a critical function is guiding customers through the steps of making a purchase, ensuring a smooth and efficient transaction that meets their needs and expectations. Risk Management is essential for identifying, assessing, and addressing potential risks that could impact the business, protecting its interests and assets. Developing customer information profiles is crucial for understanding individual preferences, behaviors, and needs, enabling personalized service and targeted marketing strategies.
• Examine basic customer data to determine effective approaches for increasing the value of the banking relationship with clients and shifting towards goal-oriented financial discussions
• Acknowledge the monetary needs of clients and suggest a selection of appropriate product and service options through working closely with the relevant internal business associates.
• Initiate contact with customers through email communications or phone conversations to follow up and inform them about valuable products/services that are relevant to their needs
• Reach out to prospective customers through various outreach methods to attract their interest and build rapport
• Develop a trusting relationship with your current clients by consistently staying in touch with them through proactive outreach efforts
• Organize set meetings for the following week and make sure to maintain these appointments on a weekly basis
• Gets ready in advance for the customer meeting as per the schedule
• Execute interactions aimed at serving customers.
• Ensure compliance with the operational risk controls as per Company standards and regulatory guidelines.
• Develop a setting that upholds a sense of community and resonates with the core principles of the M&T Bank brand.
• Abide by M&T internal control standards, including timely execution of internal and external audit recommendations and addressing any issues raised by external regulators when applicable.
• Perform ancillary tasks as deemed necessary.
• Responsible for adhering to registration mandates set forth by the Federal SAFE Act

Scope of Responsibilities:

• The focal point in the branch for sales, service, and referral opportunities is what characterizes this position as integral to achieving overall branch objectives and operational necessities.
• Playing a pivotal role, this position guides the influx of customers within the branch to bolster these processes.
• Duties encompass managing existing customers and boosting business development by pinpointing potential sales openings among customers.
• The individual in this role must keep abreast of operational, product, and system developments and demonstrate adept risk management skills to support the branch in minimizing preventable losses and combating fraudulent behavior.

Essential requirements for education and experience:

• Eligibility for the role mandates a high school diploma or GED, alongside a minimum of 2 years of established experience in areas such as retail sales, call center operations, customer service, or telesales
• Robust verbal communication and relational capabilities
• Proven expertise in delivering exceptional customer service experiences
• Organized individual with a talent for managing time wisely and prioritizing effectively
• Demonstrated expertise in understanding financial service offerings
• It is imperative to possess the capability to communicate with finesse and diplomacy when dealing with clients and colleagues
• Competent in operating internet-based tools and resources commonly used by individuals
• Associates degree
• Notary public license
• Customizing bilingual proficiency to align with branch-specific necessities

Physical Requirements:

• Skill in maintaining a standing position for a long time
• Long-term usage of hands and fingers repeatedly
• Competent in the lifting of objects weighing from 5 to 30 pounds
• Proficiency in interpreting small fonts
• Capability to interact with patrons openly within a face-to-face professional environment
• Competence in utilizing fax machines, telephones, copiers, and other communication devices

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