Customer Experience Teller -- Digital & In-Branch

M&T Bank Corporation; Town of Penfield (NY); On-site; USD 2,480,000 - 3,611,000; Full time

Job summary

M&T Bank Corporation in Penfield, NY is seeking a Branch Customer Service Associate to deliver exceptional service in-branch, handle transactions accurately, and guide customers to digital options.

You will greet customers, balance transactions, resolve routine issues, log complaints, support AML/KYC processes, and collaborate with partners to address needs while upholding risk controls and the M&T brand.

Qualifications

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

Responsibilities

• Adhere to customer service standards and deliver solutions that meet customer needs.
• Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities.
• Actively engage in lobby management, greeting customers and addressing needs.
• Accurately balance and process customer transactions following Bank Policy.
• Own escalated account services issues and log complaints in the system.
• Transition identified sales opportunities to the appropriate banking partner.
• Complete branch operations such as cash ordering, vault, ATM, and wire transfers.
• Process customer/account maintenance accurately.
• Complete AML/BSA/KYC related activities.
• Adhere to compliance/operational risk controls and company policies.
• Promote an environment that reflects the M&T Bank brand.
• Maintain internal control standards including audit points and regulator follow-ups.
• Complete other related duties as assigned.

Skills

Customer service

Cash handling

Data entry

Verbal communication

Interpersonal skills

Time management

Organization

Prioritization

Internet proficiency

Education

High school diploma

GED

Bilingual

Job description

M&T Bank Corporation in Penfield, NY is seeking a Branch Customer Service Associate to deliver exceptional service in-branch, handle transactions accurately, and guide customers to digital options.

You will greet customers, balance transactions, resolve routine issues, log complaints, support AML/KYC processes, and collaborate with partners to address needs while upholding risk controls and the M&T brand.