Customer Service Associate

Customer Service Associate

Job Overview:

The Customer Service Associate's core duties include improving the customer experience through digital interaction, lobby supervision, transaction handling, and retail servicing. Responsibilities consist of accurately processing financial transactions and delivering exceptional service in all customer interactions.

Key Responsibilities:

• Enhance customer engagement by tailoring services to meet their specific requirements and offering personalized solutions. Educate clients about self-service solutions and showcase digital features for a more informed interaction.
• Greet and engage with customers within the lobby area, promptly responding to their needs as part of effective Lobby Management practices.
• Ensure accurate transaction processing for customers, balance cash amounts, and adhere to bank policies.
• Deal with escalated account service issues directly and commit to resolving them promptly, tracking complaints in the system as appropriate.
• Sales Referrals involve identifying sales leads and smoothly transitioning customers to the relevant banking counterparts.
• Branch Operations: Manage operational functions within branches, which include responsibilities like cash ordering, vault supervision, ATM operations, and wire transfer facilitation.
• Ensure compliance with risk management and regulatory standards by following operational risk controls. Complete essential AML/BSA/KYC obligations and reinforce internal control procedures.
• Give prime attention to customer service excellence, dealing with everyday customer concerns, and showcasing empathy, adaptability, and critical thinking in consistency with M&T Bank's brand values. Strive for timely resolutions of operational issues at branch levels and contribute to the mitigation of avoidable losses and fraud.

Qualifications:

• Meeting the educational requirement includes having a high school diploma or GED.
• The ideal candidate will have a minimum of six months of customer service experience, which encompasses data entry and cash handling responsibilities.
• Demonstrates strong verbal and interpersonal communication capabilities.
• Aptitude in managing priorities, effectively allocating time, and maintaining organization.
• Adeptness in utilizing online tools and resources.
• Proficiency in two languages can be a valuable skill, depending on the specific requirements of the branch.

Physical Requirements:

• Competence in sustaining an upright stance for extended periods and engaging hands and fingers for prolonged durations.
• Capacity to lift items weighing from 5 pounds to 30 pounds.
• Ability to interpret fine print and conduct in-person interactions with clients.

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