Branch Customer Experience Teller

M&T Bank; Northampton (MA); In loco; USD 25.000 - 36.000; Tempo pieno

Descrizione del lavoro

M&T Bank is seeking a customer-focused Associate for our Northampton, MA branch. You will deliver exceptional service, assist customers with transactions, and guide them to digital self-service options. Your role includes lobby management, accurate processing, and escalation handling to ensure a smooth banking experience.

The position emphasizes empathy, adaptability, and risk-aware decision making in a fast-paced branch environment. Prior cash handling and data entry experience are valued.

Competenze

• Minimum of 6 months customer service experience, including data entry and/or cash handling.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrated exceptional customer service.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Proficient with internet user-level technology.
• Bilingual based on branch needs.

Mansioni

• Adhere to the established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Educate our customers through shoulder-to-shoulder digital demonstrations; identify self-service opportunities that meet the customer’s identified needs.
• Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address the customer’s immediate need.
• Accurately balance and process customer transactions efficiently following Bank Policy.
• Take ownership of escalated account services issues until resolution; complete and accurately log all customer complaints in the appropriate system.
• Transition identified sales opportunity and provide introduction to appropriate banking partner.
• Complete branch-related operational activities as appropriate (e.g cash ordering, vault, ATM, and wire transfer activities).
• Process customer/account maintenance accurately.
• Complete Consumer AML (Anti-Money Laundering)/BSA (Bank Secrecy Act)/ KYC (Know Your Customer related activities).
• 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.
• Complete other related duties as assigned.

Conoscenze

Customer service

Verbal communication

Interpersonal skills

Time management

Organization

Prioritization

Digital literacy

Formazione

High school diploma or GED

Descrizione del lavoro

M&T Bank is seeking a customer-focused Associate for our Northampton, MA branch. You will deliver exceptional service, assist customers with transactions, and guide them to digital self-service options. Your role includes lobby management, accurate processing, and escalation handling to ensure a smooth banking experience.

The position emphasizes empathy, adaptability, and risk-aware decision making in a fast-paced branch environment. Prior cash handling and data entry experience are valued.