Customer Success Advisor

Job Description:Customer Success Advisor

Recognizes customer demands by adhering to the bank's retail sales procedures to deliver proactive sales solutions through engaging with clients for their basic requirements and refers complex situations to the relevant team member or partner. Focuses on enhancing the customer journey at the branch by managing the lobby area, providing services, and engaging in sales interactions for retail and business clientele.

Primary Responsibilities:

• The involvement in Relationship Management is crucial for nurturing strong and lasting connections with clients, fostering trust and loyalty that can benefit the business in the long run. Within the Sales Process, a critical function is to facilitate transactions effectively and efficiently, providing customers with a positive experience that encourages repeat business and referrals. Managing risks is essential for protecting the company's assets and reputation, minimizing potential threats and ensuring a secure and stable operational environment. Developing and maintaining accurate customer information profiles is vital for gaining insights into consumer behavior and preferences, enabling strategic decision-making and tailored marketing campaigns.
• Undertake fundamental research on customer demographics to understand how to enhance the banking experience for clients and move towards conversing about their financial aspirations
• Recognize the fiscal necessities of clients and provide a range of relevant product and service alternatives by collaborating effectively with the appropriate internal team members.
• Reach out to clients in advance through electronic communication or phone calls to offer further insight and education on valuable products/services that cater to their demands
• Initiate contact with fresh customers by actively seeking to establish connections and initiate relationships
• Foster trust with your existing clientele by frequently initiating communication with them in a proactive manner
• Set up prearranged consultations for the following week and ensure that appointments are kept each week
• Makes adequate preparations in anticipation of the upcoming customer appointment
• Carry out customer support interactions effectively.
• Comply with the appropriate operational risk controls in line with Company policies and regulatory requirements.
• Cultivate an atmosphere that encourages a feeling of belonging while also embodying the values of the M&T Bank brand.
• Uphold M&T internal control protocols by promptly addressing internal and external audit findings as well as any regulatory issues raised by external bodies as needed.
• Fulfill any other assigned responsibilities.
• Accountable for meeting and upholding registration criteria in accordance with the Federal SAFE Act

Scope of Responsibilities:

• In the branch, this role is the primary focal point for pursuing sales, service, and referral prospects to help achieve the branch's objectives and operational criteria.
• This position is instrumental in steering customer traffic within the branch to aid in these tasks.
• Responsibilities include tending to established clientele and fostering business growth by pinpointing sales prospects within the customer base.
• Remaining informed about operational, product, and system updates is essential for this position, along with implementing effective risk management strategies to help the branch in mitigating preventable losses and combating fraudulent activities.

Academic and experiential prerequisites:

• Applicants should have a high school diploma or a GED, as well as a minimum of 2 years of verified experience in retail sales, call center work, customer service, or telesales
• Powerful verbal communication and social skills
• Demonstrated capacity to excel in providing top-notch customer assistance
• Individual skilled in structuring activities and adept at balancing priorities
• Showcased proficiency in financial services product awareness
• The skill to interact effectively and politely with colleagues and customers, both within and outside the organization, is highly valued
• Capable of effectively navigating and employing common internet tools and applications
• Associates degree
• Notary public license
• Adapting bilingualism to meet the specific needs within each sector

Physical Requirements:

• Capability to endure prolonged standing
• Extended duration of employing hands and fingers repetitively
• Proficient in handling objects with weights between 5 and 30 pounds
• Capability to comprehend intricate writing
• Competence in communicating with customers in a welcoming, physical workspace
• Skill in operating fax, telephone systems, copiers, and other communication equipment

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