Digital-Driven Teller: Customer Experience & Transactions

M&T Bank; Hanover (York County); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Hanover, PA is seeking a customer-focused branch associate to deliver an outstanding in-person experience, process transactions accurately, and support daily branch operations in a fast-paced environment.

You will balance cash, serve customers, log issues, and promote self-service options while adhering to policy, AML/KYC requirements, and risk controls to protect both clients and the bank.

Qualifications

• High school diploma or GED and minimum of 6 months customer service experience, including data entry and/or cash handling.
• 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 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 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 (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

Verbal communication

Interpersonal skills

Time management

Organizational skills

Technology literacy

Education

High school diploma or equivalent

Job description

M&T Bank in Hanover, PA is seeking a customer-focused branch associate to deliver an outstanding in-person experience, process transactions accurately, and support daily branch operations in a fast-paced environment.

You will balance cash, serve customers, log issues, and promote self-service options while adhering to policy, AML/KYC requirements, and risk controls to protect both clients and the bank.