Branch Customer Experience Specialist

M&T Bank; Westernport (MD); On-site; USD 26,000 - 43,000; Full time

Job summary

M&T Bank in Westernport, Maryland is seeking a Teller to deliver exceptional customer service and drive branch sales through personal interactions and digital engagement. You will educate customers, process transactions, open accounts, and support AML/KYC compliance while collaborating with partners to meet client needs.

The role emphasizes empathy, adaptability, and a customer-first approach in a fast-paced branch environment, with opportunities to grow within Consumer and Business Banking

Qualifications

• High school diploma or GED; 1 year 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 and prioritization skills.
• Ability to work under time constraints in a team environment.
• Proficiency with internet user-level technology.

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 promote digital capabilities in customer interactions.
• Explain the high-level criteria used to decision loan applications.
• Complete servicing-related responsibilities for Consumer and Business Banking customer relationships and 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 retention and expansion of all Consumer and Business Banking relationships.
• Adhere to established customer service standards and deliver solutions in moments that matter.
• Actively engage in lobby management, meeting and greeting customers and taking ownership to solve banking needs.
• Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.
• Assist and stay current with AML, BSA and KYC processes and related activities; identify and elevate suspected fraud.
• Resolve and accurately log all customer complaints; review and resolve overdrafts.
• Accurately complete customer transactions and related operational activities.

Skills

Retail sales

Call center

Customer service

Telesales

Education

High school diploma or GED

Job description

M&T Bank in Westernport, Maryland is seeking a Teller to deliver exceptional customer service and drive branch sales through personal interactions and digital engagement. You will educate customers, process transactions, open accounts, and support AML/KYC compliance while collaborating with partners to meet client needs.

The role emphasizes empathy, adaptability, and a customer-first approach in a fast-paced branch environment, with opportunities to grow within Consumer and Business Banking