Digital Banking Teller: Customer Experience Pro

M&T Bank; Springfield (MA); On-site; USD 24,796 - 35,817; Full time

Job summary

M&T Bank in Springfield, MA seeks a branch associate to provide exceptional customer service and manage daily branch activities. You will greet customers, process transactions, and support digital service opportunities in a fast-paced, service-oriented environment.

The role emphasizes accuracy, compliance, and strong communication as you balance transactions, handle AML/KYC processes, and identify opportunities for customers to use self-serve options.

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 demonstrated exceptional customer service
• Well-organized
• Proven time management skills
• Proven prioritization skills
• Proficient with internet user-level technology

Responsibilities

• Adhere to 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/KYC 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

Customer service

Internet proficiency

Education

High school diploma or GED

Job description

M&T Bank in Springfield, MA seeks a branch associate to provide exceptional customer service and manage daily branch activities. You will greet customers, process transactions, and support digital service opportunities in a fast-paced, service-oriented environment.

The role emphasizes accuracy, compliance, and strong communication as you balance transactions, handle AML/KYC processes, and identify opportunities for customers to use self-serve options.