Branch Services Representative

Branch Services Representative

Job Description:

The Branch Services Representative focuses on improving the customer experience with digital interactions, lobby management, transaction processing, and retail service provision. Key tasks involve accurately executing financial transactions and ensuring exceptional service in every customer interaction.

Physical Requirements:

• Ability to endure standing for long stretches and employing hands and fingers for extended periods.
• Aptitude for lifting objects that weigh between 5 lbs and 30 lbs.
• Skill in comprehending detailed writing and participating in personal customer interactions.

Key Responsibilities:

• Elevate customer satisfaction by identifying their unique needs and proposing individualized solutions. Educate customers on self-service possibilities and conduct digital demonstrations to enhance their knowledge and experience.
• Offer a warm welcome to customers in the lobby, actively engage with them, and promptly attend to their immediate needs to ensure smooth Lobby Management.
• Perform precise customer transaction processing, reconcile cash totals, and adhere to bank procedures.
• Take charge of escalated account service problems and prioritize their resolution, ensuring complaints are logged in the system when relevant.
• Sales Referrals require recognizing sales potentials and effortlessly transitioning clients to the suitable banking contacts.
• Branch Operations: Handle operational tasks specific to branches, such as ordering cash, managing the vault, executing ATM transactions, and processing wire transfers.
• Comply with compliance and risk management regulations, including operational risk controls and regulatory standards. Perform required AML/BSA/KYC duties and uphold internal control frameworks.
• Direct your focus towards delivering exceptional customer service, addressing common customer issues, and displaying empathy, flexibility, and critical thinking that align with M&T Bank's brand values. Aim for swift resolution of branch-related operational challenges and participate in the efforts to reduce preventable losses and fraudulent activities.

Qualifications:

• A high school diploma or GED equivalent must be obtained.
• Candidates must have a minimum of six months of experience in customer service, with duties including data entry and handling cash transactions.
• Proficiency in expressing thoughts through verbal and interpersonal channels.
• Proficiency in determining importance, skillfully managing time, and organizing effectively.
• Ability to effectively use technology at an internet level.
• Being able to speak more than one language is advantageous, depending on the needs of the branch.

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