Customer Experience Teller - Digital Engagement & Transactions

mtb; City of Rochester (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Rochester, NY is seeking a Branch Customer Service Associate focused on delivering exceptional customer experiences in person and digitally. You will balance transactions, manage lobby interactions, and support AML/KYC processes while promoting banking products.

The role requires strong communication, organizational skills, and the ability to handle cash and data entry with accuracy in a fast-paced retail banking environment.

Qualifications

• High school diploma or GED required.
• Minimum 6 months customer service experience including data entry/cash handling.
• Proven verbal communication and interpersonal skills.
• Ability to deliver exceptional customer service and stay organized.

Responsibilities

• Provide exceptional customer service and solutions in moments that matter.
• Educate customers through digital demonstrations and identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Accurately balance and process customer transactions following bank policy.
• Triage escalated account service issues and log customer complaints.
• Introduce customers to the appropriate banking partner for opportunities.
• Handle branch operations such as cash ordering, vault, ATM, and wires.
• Perform consumer AML/KYC activities and ensure regulatory compliance.

Skills

Verbal communication

Interpersonal skills

Customer service

Time management

Prioritization

Organizational skills

Digital literacy

Education

High school diploma or GED

Job description

M&T Bank in Rochester, NY is seeking a Branch Customer Service Associate focused on delivering exceptional customer experiences in person and digitally. You will balance transactions, manage lobby interactions, and support AML/KYC processes while promoting banking products.

The role requires strong communication, organizational skills, and the ability to handle cash and data entry with accuracy in a fast-paced retail banking environment.