Digital-Driven Branch Experience Specialist

M&T Bank; Philadelphia (Philadelphia County); On-site; USD 23,000 - 40,000; Full time

Job summary

M&T Bank in Philadelphia seeks a Branch Customer Service Associate to deliver exceptional service at the teller line and in digital engagements. You will balance cash, process transactions, and support customers with self-service options while upholding bank policies and risk controls.

You'll educate customers through demonstrations, handle account maintenance, and escalate issues as needed. The role emphasizes teamwork, reliability, and a customer-centric approach in a busy retail banking

Qualifications

• High school diploma or GED required.
• 6+ months customer service experience, including data entry or cash handling.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Well-organized with good time management and prioritization.
• Proficient with internet-based technology.

Responsibilities

• Adhere to customer service standards and deliver a differentiated experience by understanding customer needs and providing solutions.
• Educate customers through shoulder-to-shoulder digital demonstrations; identify self-service opportunities that meet identified needs.
• Actively engage in lobby management and greet customers, addressing immediate needs.
• Balance and process customer transactions accurately and efficiently.
• Own escalated account issues and log complaints in the system.
• Introduce customers to appropriate banking partners for sales opportunities.
• Support branch operations (cash ordering, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Participate in AML/KYC related activities.
• Adhere to risk controls and regulatory standards.
• Promote an environment aligned with M&T Bank branding.
• Complete other related duties as assigned.

Skills

Verbal communication

Interpersonal skills

Customer service

Data entry

Cash handling

Time management

Organization

Technological literacy

Education

High school diploma or GED

Tools

Internet user-level tech

Job description

M&T Bank in Philadelphia seeks a Branch Customer Service Associate to deliver exceptional service at the teller line and in digital engagements. You will balance cash, process transactions, and support customers with self-service options while upholding bank policies and risk controls.

You'll educate customers through demonstrations, handle account maintenance, and escalate issues as needed. The role emphasizes teamwork, reliability, and a customer-centric approach in a busy retail banking