Service and Transaction Specialist

Job Overview:Service and Transaction Specialist

The Branch Service and Transaction Specialist is focused on enriching the customer experience through digital engagement, managing the lobby, processing transactions, and offering retail services. Key tasks include accurately handling financial transactions and ensuring top-notch service with each customer interaction.

Key Responsibilities:

• Improve customer satisfaction levels by grasping their unique needs and proposing bespoke recommendations. Educate clients on self-service functionalities and conduct digital presentations to promote efficient problem-solving.
• Actively participate in lobby interactions by welcoming customers, acknowledging their presence, and promptly resolving any pressing issues to enhance customer experience.
• Carry out accurate processing of customer transactions, ensure cash balance, and comply with banking guidelines.
• Manage escalated account service concerns efficiently and see them through to resolution, logging any complaints as required.
• Sales Referrals entail spotting sales possibilities and smoothly shifting customers to the correct banking collaborators.
• Branch Operations: Carry out tasks related to branch operations, such as ordering cash, overseeing the vault, managing ATM services, and facilitating wire transfers.
• Abide by compliance and risk management protocols to meet operational risk controls and regulatory expectations. Execute necessary AML/BSA/KYC actions and reinforce internal control standards.
• Center your efforts on delivering exceptional customer service, solving regular customer issues, and showcasing empathy, versatility, and critical thinking that resonate with M&T Bank's brand ethos. Foster timely resolution of operational challenges within branches and contribute to the reduction of preventable losses and fraud.

Qualifications:

• The attainment of a high school diploma or GED is a prerequisite.
• Customer service experience of at least six months, with duties that may involve both data entry and cash handling.
• Strong communication skills in both verbal and interpersonal interactions.
• Competence in setting preferences, managing time efficiently, and ensuring organization.
• Proficiency in using web-based technology.
• Being bilingual can be beneficial, depending on the specific needs of the branch.

Physical Requirements:

• Capacity to stay on feet for long durations and employ hands and fingers continuously.
• Skill in lifting objects within the weight range of 5 to 30 pounds.
• Skill in understanding intricate writing and engaging in personal customer encounters.

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