Customer Experience Teller – Digital Banking Specialist

M&T Bank Corporation; Shippensburg (Cumberland County); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank Corporation in Shippensburg, PA is seeking a branch customer service professional to deliver a differentiated experience in person and digitally. You will handle a variety of transactions, assist customers with accounts, and balance cash while following bank policies.

The role emphasizes empathy, risk awareness, and teamwork. You will greet customers, identify needs, guide self-service options, process transactions, and support AML/KYC activities as part of daily branch operations.

Qualifications

• High school diploma or equivalent (GED) and minimum of 6 months customer service experience, including data entry and/or cash handling experience.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Proficient with internet user-level technology.

Responsibilities

• 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.

Skills

Verbal communication

Interpersonal skills

Exceptional customer service

Well-organized

Time management

Prioritization

Internet user-level technology

Data entry

Cash handling

Education

High school diploma or GED

Bilingual based on branch needs

Job description

M&T Bank Corporation in Shippensburg, PA is seeking a branch customer service professional to deliver a differentiated experience in person and digitally. You will handle a variety of transactions, assist customers with accounts, and balance cash while following bank policies.

The role emphasizes empathy, risk awareness, and teamwork. You will greet customers, identify needs, guide self-service options, process transactions, and support AML/KYC activities as part of daily branch operations.