Branch Experience Specialist - Sales & Digital Banking

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

Job summary

M&T Bank in Lancaster, PA is seeking a Branch Teller to deliver exceptional customer service, explain banking options, and support daily branch operations with a friendly, professional approach. You will engage customers, encourage use of digital capabilities, process transactions accurately, and identify opportunities to meet banking needs while following the Bank’s sales process.

Qualifications include a high school diploma or GED and at least 1 year of retail sales or customer service

Qualifications

• High school diploma or GED and 1 year 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 and time management skills
• Prioritization and ability to work under time constraints in a team environment

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; recommendations based on customer needs.
• Engage customers and promote digital capabilities in interactions.
• Explain high-level criteria used to decide loan applications.
• Complete servicing-related responsibilities for Consumer and Business Banking relationships.
• Follow the Bank’s sales process and provide customer-focused guidance.
• Proactively reach out to customers to retain and expand relationships.
• Adhere to customer service standards and deliver solutions in moments that matter.
• Engage in lobby management, meet and greet customers, and identify opportunities for product solutions.
• Assist with AML/BSA/KYC processes and escalate suspected fraud.
• Resolve and log customer complaints in the system.
• Review and resolve overdrafts and complete transactions.
• Document interactions and appointments in the system.
• Adhere to compliance and risk controls; support the Bank's culture and brand.

Skills

Verbal communication

Interpersonal skills

Customer service

Digital literacy

Education

High school diploma or equivalent (GED)

Job description

M&T Bank in Lancaster, PA is seeking a Branch Teller to deliver exceptional customer service, explain banking options, and support daily branch operations with a friendly, professional approach. You will engage customers, encourage use of digital capabilities, process transactions accurately, and identify opportunities to meet banking needs while following the Bank’s sales process.

Qualifications include a high school diploma or GED and at least 1 year of retail sales or customer service