Branch Engagement Associate

Job Overview:Branch Engagement Associate

In this role, the Branch Engagement Associate works on enhancing the customer experience by engaging digitally, managing the lobby, processing transactions, and providing retail services. Responsibilities include accurately processing financial transactions and delivering exceptional service during customer interactions.

Key Responsibilities:

• Enhance customer experiences by addressing their individual preferences and suggesting personalized solutions. Encourage customers to explore self-service options and demonstrate digital tools for a more interactive engagement.
• Interact with lobby visitors, offer greetings, and promptly assist them with their urgent needs to facilitate effective Lobby Management.
• Handle customer transactions with precision, maintain cash equilibrium, and adhere to bank policies.
• Be accountable for resolving escalated account service matters promptly and document complaints in the system if necessary.
• Sales Referrals revolve around identifying sales prospects and seamlessly guiding clients to the appropriate banking connections.
• Branch Operations: Fulfill operational obligations associated with branches, which involve tasks like ordering cash, managing the vault, processing ATM transactions, and handling wire transfers.
• Stick to compliance and risk management practices, including operational risk controls and regulatory mandates. Fulfill mandatory AML/BSA/KYC responsibilities and uphold internal control guidelines.
• Prioritize exemplary customer service, resolution of common customer dilemmas, and demonstration of empathy, flexibility, and critical reasoning aligned with M&T Bank's brand standards. Make sure to address branch-related operational issues promptly and assist in minimizing preventable losses and fraudulent activities.

Qualifications:

• Successful completion of high school education or a GED program is mandatory.
• Candidates should possess at least six months of customer service experience, which includes tasks like data entry and cash management.
• Excellent verbal and interpersonal communication aptitude.
• Proficiency in prioritizing tasks, efficiently managing time, and staying organized.
• Skilled in utilizing digital platforms and tools.
• It is advantageous to have bilingual proficiency, depending on the requirements of the branch.

Physical Requirements:

• Proficiency in standing for extended periods and utilizing hands and fingers for prolonged durations.
• Competence in lifting items weighing between 5 lbs and 30 lbs.
• Competency in comprehending small print and conducting direct interactions with customers.

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