Banking Operations Specialist

Banking Operations Specialist

Overview:

The Banking Operations Specialist's role centers around enriching the customer experience through digital engagement, lobby management, transaction processing, and retail servicing. Responsibilities include accurately processing financial transactions and ensuring exceptional service in each customer interaction.

Key Responsibilities:

• Improve customer experiences by understanding their particular requirements and offering customized assistance. Encourage customers to utilize self-service options and conduct digital demonstrations for a more seamless interaction.
• Interact with lobby visitors in a friendly manner, greet them courteously, and promptly assist with any immediate concerns to maintain high standards of Lobby Management.
• Effectively process customer transactions, reconcile cash balances, and follow bank regulations.
• Manage escalated account service issues effectively and ensure they are resolved in a timely manner, documenting complaints in the system as necessary.
• Sales Referrals entail recognizing potential sales prospects and smoothly directing customers towards appropriate banking partners.
• Branch Operations: Implement operational tasks associated with branches, which involve functions like ordering cash, overseeing the vault, managing ATM operations, and facilitating wire transfers.
• Adhere to compliance and risk management responsibilities, including operational risk controls and regulatory requirements. Fulfill mandatory AML/BSA/KYC tasks and reinforce internal control standards.
• Place a strong emphasis on providing outstanding customer service, resolving regular customer problems, and showcasing empathy, flexibility, and critical thinking that mirror M&T Bank's brand values. Strive for prompt resolution of branch-related operational issues and contribute to the prevention of avoidable losses and fraudulent incidents.

Qualifications:

• Prospective candidates must have either a high school diploma or GED.
• Individuals should have a background of at least six months in customer service, involving tasks such as data input and cash handling.
• Effective in verbal and interpersonal interactions.
• Competency in establishing priorities, effectively handling time, and sustaining organization.
• Proficient in internet-related technology skills.
• Having bilingual skills can be beneficial, depending on the specific requirements of the branch.

Physical Requirements:

• Capability to withstand standing for prolonged durations and utilizing hands and fingers for extended periods.
• Ability to manage loads ranging in weight from 5 lbs to 30 lbs.
• Proficiency in reading fine text and interacting face-to-face with clients.

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