Customer Experience Teller (Digital Services)

M&T Bank; Frederick (MD); On-site; USD 28,000 - 42,000; Full time

Job summary

M&T Bank in Frederick, Maryland is hiring a Branch Customer Service Associate to deliver exceptional in-branch service, support digital engagement, and handle everyday banking needs.

You’ll educate customers with digital demonstrations, manage the lobby, balance transactions, and escalate issues while coordinating with partners to resolve them, all while following policy and risk controls.

Qualifications

• High school diploma or GED required.
• Minimum 6 months customer service experience, including data entry and cash handling.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven time management skills.
• Proven prioritization skills.
• Proficient with internet user-level technology.
• Bilingual based on branch needs.

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 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

Customer service

Data entry

Cash handling

Verbal communication

Interpersonal skills

Time management

Prioritization

Digital literacy

Education

High school diploma or GED

Bilingual based on branch needs

Job description

M&T Bank in Frederick, Maryland is hiring a Branch Customer Service Associate to deliver exceptional in-branch service, support digital engagement, and handle everyday banking needs.

You’ll educate customers with digital demonstrations, manage the lobby, balance transactions, and escalate issues while coordinating with partners to resolve them, all while following policy and risk controls.