Branch Banking Advisor: Customer & Digital Solutions

M&T Bank; United States; On-site; USD 26,000 - 43,000; Full time

Job summary

M&T Bank in Boonsboro, Maryland, seeks a Branch Customer Experience professional to educate customers on Consumer and Business Banking solutions, drive sales, and support digital engagement. You will handle in-branch operations, greet customers, and refer complex needs to partners to deliver tailored banking solutions.

You will promote a differentiating customer experience, manage inquiries, and contribute to the retention and expansion of relationships while adhering to AML/KYC processes and

Qualifications

• 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.
• Bilingual based on branch needs.
• Proven referral and/or sales ability.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
• Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.
• Explain the high-level criteria used to decision loan applications.
• Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.
• Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs.
• Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.
• Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities. Identify and elevate cases of suspected fraud.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, approve and help resolve Consumer and Business Banking customer overdrafts.
• Accurately complete customer transactions.
• Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain 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.
• Complete other related duties as assigned.

Skills

Strong verbal communication

Strong interpersonal skills

Customer interaction

Internet proficiency

Time management

Prioritization

Well-organized

Team under time pressure

Education

High school diploma or GED

Bilingual based on branch needs

Job description

M&T Bank in Boonsboro, Maryland, seeks a Branch Customer Experience professional to educate customers on Consumer and Business Banking solutions, drive sales, and support digital engagement. You will handle in-branch operations, greet customers, and refer complex needs to partners to deliver tailored banking solutions.

You will promote a differentiating customer experience, manage inquiries, and contribute to the retention and expansion of relationships while adhering to AML/KYC processes and