Universal Banker in Severna Park MD

Branch Customer Experience Specialist

Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and / or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member / partner.

Educates customers and explains features and benefits of Consumer and Business Banking solutions; makes recommendations based on the customer's identified needs. Engages customers in a variety of ways to bank with us and provides solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions. Explains the high-level criteria used to decision loan applications. Completes servicing-related responsibilities specific to Consumer and Business Banking customer relationships and leads with inquiries to identify opportunities to solve for other banking needs. Follows the Bank's sales process and provides simplified, customer-focused advice and guidance. Proactively reaches out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships. Adheres to established customer service standards and provides a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them. Actively engages in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs. Introduces appropriate banking partner when servicing needs present an opportunity for a product solution. Assists and stays current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities. Identifies and escalates cases of suspected fraud. Resolves and accurately logs all customer complaints in the appropriate system. Reviews, approves and helps resolve Consumer and Business Banking customer overdrafts. Accurately completes customer transactions. Completes related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system. Adheres to applicable compliance / operational risk controls in accordance with Company or regulatory standards and policies. Promotes an environment that supports belonging and reflects the M&T Bank brand. Maintains M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Completes other related duties as assigned.

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. The position is a key driver of sales and the customer experience within the branch. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company's culture and brand. In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial / supervisory responsibilities : not applicable.

Education and experience required : high school diploma or equivalent (GED) and a minimum of 1 year's proven retail sales, call center, customer service, or telesales experience. Strong verbal communication skills. Strong interpersonal skills. Ability to interact with varying customers (consumer to small business). Ability to effectively handle difficult customer conversations. Well-organized. Proven time management skills. Proven prioritization skills. Ability to work under critical time constraints in a team environment. Proficiency with internet user-level technology.

Education and experience preferred : bilingual based on branch needs. Proven referral and / or sales ability.

Physical requirements : ability to stand for long periods of time. Prolonged use of hands and fingers. Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs. Ability to read fine print. Ability to interact with customers in an open face-to-face work environment.

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location : Severna Park, Maryland, United States of America. M&T Bank Corporation is an Equal Opportunity / Affirmative Action Employer, including disabilities and veterans.