Customer Experience & Digital Banking Specialist

M&T Bank; Frederick (MD); On-site; USD 30,000 - 50,000; Full time

Job summary

M&T Bank in Frederick, MD is seeking a Teller to support branch operations and deliver exceptional service to Consumer and Business Banking customers. The role involves handling transactions, promoting digital tools, and guiding customers through banking solutions while maintaining compliance and accuracy.

The position emphasizes sales and service within a fast-paced branch, requiring strong communication, time management, and the ability to work with diverse customers.

Qualifications

• High school diploma or GED required.
• 1+ year proven retail sales, call center, customer service, or telesales experience.
• Strong verbal communication and interpersonal skills.
• Ability to interact with diverse customers (consumer to small business).
• Ability to handle difficult customer conversations and stay organized.
• Proven time management and prioritization skills; ability to work under time constraints.
• Proficiency with internet and basic technology use; comfortable with banking software.

Responsibilities

• Educate customers and explain features and benefits of banking solutions; make recommendations.
• Engage customers and promote digital capabilities in interactions.
• Explain criteria used to decision loan applications.
• Complete servicing tasks for Customer Banking relationships and identify cross-sell opportunities.
• Follow sales processes and provide customer-focused guidance.
• Proactively reach out to retain and expand Consumer and Business Banking relationships.
• Adhere to customer service standards and deliver a differentiated experience.
• Lobby management: greet customers and address needs; refer to banking partners when appropriate.
• Assist with AML, BSA, and KYC processes and flag potential fraud.
• Resolve complaints and ensure accurate logging in systems.
• Review overdrafts and complete customer transactions accurately.
• Document interactions and appointments using the appropriate system.

Skills

Retail sales experience

Customer service

Strong verbal communication

Strong interpersonal skills

Time management

Prioritization

Digital literacy

Education

High school diploma or GED

Bilingual based on branch needs

Referral and/or sales ability

Job description

M&T Bank in Frederick, MD is seeking a Teller to support branch operations and deliver exceptional service to Consumer and Business Banking customers. The role involves handling transactions, promoting digital tools, and guiding customers through banking solutions while maintaining compliance and accuracy.

The position emphasizes sales and service within a fast-paced branch, requiring strong communication, time management, and the ability to work with diverse customers.