Client Experience Banker

Client Experience Banker

Job Description:

Understands customer requirements by following the bank's sales strategies in order to offer proactive simple sales options through engaging with customers for fundamental needs, and directs intricate customer needs to the suitable team member. Concentrates on enhancing customer satisfaction at the branch by overseeing the lobby, addressing inquiries, and conducting sales transactions for individual and business clients.

Primary Responsibilities:

• Playing a significant part in Relationship Management involves actively maintaining and enhancing connections with clients while overseeing their needs and expectations. In the Sales Process, a pivotal role is carried out by guiding potential customers through the steps of purchasing products or services, ensuring a smooth and satisfactory transaction for all parties involved. Risk Management involves the identification, assessment, and mitigation of potential risks to safeguard the interests of the company and its clients. Additionally, creating and managing customer information profiles is essential for understanding and catering to individual needs and preferences, allowing for personalized service and targeted marketing strategies.
• Conduct preliminary investigations into customer profiles to evaluate opportunities for enhancing the banking relationship with clients and shifting the focus towards discussions centered around financial objectives
• Recognize the monetary requirements of clients and offer an array of suitable product and service choices through collaborative efforts with relevant in-house colleagues.
• Take the initiative to contact customers through email or phone calls in order to follow up and provide information on additional products/services that can meet their requirements
• Engage with potential new clients by reaching out proactively to introduce them to your products or services
• Build strong relationships with current clients by consistently reaching out to them before they even have a chance to reach out to you
• Arrange predetermined meetings for the upcoming week and conduct scheduled appointments regularly
• Prepares sufficiently ahead of the scheduled meeting with the customer
• Engage in customer service interactions with clients.
• Follow the relevant compliance and operational risk measures as outlined by the Company or regulatory guidelines.
• Create a space that fosters a sense of inclusion and mirrors the essence of the M&T Bank identity.
• Adhere to M&T internal control guidelines, ensuring prompt execution of internal and external audit recommendations alongside addressing concerns highlighted by external authorities where relevant.
• Carry out additional tasks as required.
• Responsible for ensuring compliance with registration obligations as mandated by the Federal SAFE Act

Scope of Responsibilities:

• The role serves as the central hub within the branch for sales, service, and referral chances to contribute to the branch's overall goals and operational needs.
• The role plays a crucial part in directing the flow of customers in the branch to facilitate these operations.
• The role involves catering to current clients while also expanding the business by recognizing potential sales prospects among customers.
• The role requires staying up-to-date on operational, product, and system modifications and making sound risk management choices to support the branch in minimizing avoidable losses and decreasing fraudulent behavior.

Qualifications and background necessary:

• In order to apply, candidates must possess a high school diploma or its equivalent (GED) and have at least 2 years of demonstrated experience in retail sales, call center operations, customer service, or telesales
• Effective verbal communication and interpersonal abilities
• Established track record of showcasing outstanding customer support skills
• Efficient person with strong abilities in organizing tasks and managing time effectively
• Displayed a comprehensive understanding of financial products and services
• Proficiency in communicating diplomatically and tactfully with both internal and external clients is essential
• Skilled in utilizing basic internet technology commonly used by the general population
• Associates degree
• Notary public license
• Tailoring language skills as per the requirements of each department

Physical Requirements:

• Capacity to remain upright for extended durations
• Continuous utilization of hands and fingers over an extended period
• Capable of lifting items ranging from 5 to 30 pounds
• Skill in deciphering small text
• Skill in engaging with clients directly in a personable, interpersonal setting
• Proficiency in utilizing fax machines, telephones, copiers, and various communication devices

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