Branch Teller & Digital Customer Experience Specialist

M&T Bank; Buffalo (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Buffalo, NY is seeking a branch customer service specialist to deliver an exceptional in-branch experience. You will handle a variety of transactions, assist customers with digital demonstrations, and actively participate in lobby management to greet and assist guests.

The role emphasizes accuracy, empathy, and compliance, with responsibilities including cash handling, logging customer concerns, and following bank policies.

Qualifications

• High school diploma or GED required with at least 6 months of customer service experience.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrated exceptional customer service.
• Well-organized with time management and prioritization skills.
• Proficient with internet user-level technology.

Responsibilities

• Adhere to customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities.
• Engage in lobby management and greet customers, addressing immediate needs.
• Balance and process customer transactions accurately and efficiently following bank policy.
• Take ownership of escalated account services issues and log complaints in the system.
• Transition sales opportunities and introduce customers to the appropriate banking partner.
• Complete branch-related operational activities (cash orders, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Complete Consumer AML/KYC related activities.
• Adhere to compliance/operational risk controls and support audit findings.
• Promote the M&T Bank brand and contribute to a welcoming environment.

Skills

Verbal communication

Interpersonal skills

Customer service

Time management

Organizational skills

Digital literacy

Education

High school diploma or GED

Job description

M&T Bank in Buffalo, NY is seeking a branch customer service specialist to deliver an exceptional in-branch experience. You will handle a variety of transactions, assist customers with digital demonstrations, and actively participate in lobby management to greet and assist guests.

The role emphasizes accuracy, empathy, and compliance, with responsibilities including cash handling, logging customer concerns, and following bank policies.