Teller

Branch Customer Experience Specialist

Overview:

The Branch Customer Experience Specialist focuses on enhancing the customer experience through digital engagement, lobby management, transaction processing, and retail servicing. This role involves accurately processing financial transactions and ensuring exceptional service in every customer interaction.

Key Responsibilities:

• Customer Experience: Deliver differentiated service by understanding customer needs and offering tailored solutions. Educate customers on self-service options and conduct digital demonstrations.
• Lobby Management: Actively engage with customers in the lobby, greet them, and address immediate needs.
• Transaction Processing: Accurately process customer transactions, balance cash, and follow bank policies.
• Issue Resolution: Own escalated account service issues and ensure timely resolution, logging complaints in the system as needed.
• Sales Referrals: Identify sales opportunities and seamlessly transition customers to appropriate banking partners.
• Branch Operations: Perform branch-related operational tasks, including cash ordering, vault management, ATM, and wire transfers.
• Compliance & Risk Management: Adhere to compliance, operational risk controls, and regulatory standards. Complete required AML/BSA/KYC activities and support internal control standards.
• Customer Service Focus: Provide exceptional service, resolve routine customer issues, and demonstrate empathy, adaptability, and critical thinking in line with M&T Bank’s brand values. Ensure timely resolution of branch-related operational issues and contribute to minimizing preventable losses and fraud.

Qualifications:

• High school diploma or equivalent (GED).
• Minimum 6 months of customer service experience, including data entry or cash handling.
• Strong verbal and interpersonal communication skills.
• Ability to prioritize, manage time effectively, and stay organized.
• Proficiency with internet-level technology.
• Bilingual skills are a plus, based on branch needs.

Physical Requirements:

• Ability to stand for extended periods and use hands/fingers for long durations.
• Capability to lift objects weighing between 5 lbs and 30 lbs.
• Ability to read fine print and engage in face-to-face customer interactions.

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