Customer-Centric Teller – Digital Engagement & Service

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

Job summary

M&T Bank in Edgewood, Maryland seeks a Branch Customer Service Associate to deliver exceptional service, manage transactions accurately, and balance tills in a fast-paced retail environment.

You will greet customers, identify needs, educate on digital self-service options, and escalate issues while maintaining compliance with AML/KYC and bank policies. This on-site role supports a collaborative team focused on the branch brand.

Qualifications

• High school diploma or GED required.
• 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 with strong time management and prioritization.
• Proficient with internet user-level technology.
• Bilingual based on branch needs.

Responsibilities

• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate 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 addressing the customer’s immediate need.
• Accurately balance and process customer transactions efficiently following Bank Policy.
• Take ownership of escalated account services issues until resolution; log all customer complaints in the appropriate system.
• Transition identified sales opportunity and provide introduction to appropriate banking partner.
• Complete branch-related operational activities (e.g., cash ordering, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Complete Consumer AML/BSA/KYC related activities.
• Adhere to applicable compliance/operational risk controls and internal audits as applicable.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain internal control standards and address audit/regulator points as applicable.

Skills

Customer service

Verbal communication

Interpersonal skills

Time management

Prioritization

Digital literacy

Education

High school diploma or GED

Tools

Internet basics

Job description

M&T Bank in Edgewood, Maryland seeks a Branch Customer Service Associate to deliver exceptional service, manage transactions accurately, and balance tills in a fast-paced retail environment.

You will greet customers, identify needs, educate on digital self-service options, and escalate issues while maintaining compliance with AML/KYC and bank policies. This on-site role supports a collaborative team focused on the branch brand.