Branch Customer Experience & Digital Banking Associate

M&T Bank; Baltimore (MD); On-site; USD 26,000 - 40,000; Full time

Job summary

M&T Bank in Catonsville, MD seeks a Branch Customer Service Associate to deliver an exceptional in-person banking experience. You will handle cash transactions, support AML/KYC procedures, and coordinate with banking partners to resolve routine inquiries.

The role emphasizes accuracy, empathy, and compliance with bank policies, while contributing to a safe, digital-friendly branch environment and community-focused service.

Qualifications

• High school diploma or GED plus 6+ months of customer service experience, including data entry or cash handling.
• Proven verbal communication skills.
• Proven interpersonal skills and ability to deliver exceptional customer service.
• Well-organized with proven time management and prioritization skills.
• Proficient with internet user-level technology.
• Bilingual based on branch needs.

Responsibilities

• Adhere to customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate customers with digital demonstrations and identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Balance and process customer transactions accurately following Bank Policy.
• Own escalated account service issues and log complaints in the system.
• Transition sales opportunities to banking partners and support branch operations.

Skills

Customer service

Verbal communication

Interpersonal skills

Time management

Attention to detail

Education

High school diploma or GED

Job description

M&T Bank in Catonsville, MD seeks a Branch Customer Service Associate to deliver an exceptional in-person banking experience. You will handle cash transactions, support AML/KYC procedures, and coordinate with banking partners to resolve routine inquiries.

The role emphasizes accuracy, empathy, and compliance with bank policies, while contributing to a safe, digital-friendly branch environment and community-focused service.