Digital-Driven Teller: In-Branch Customer Experience

M&T Bank; Town of Pawling (NY); On-site; USD 26,000 - 40,000; Full time

Job summary

M&T Bank in Pawling, NY is seeking a friendly, customer-focused Bank Customer Service Associate to enhance the branch experience. You will handle transactions, assist with digital tools, and guide customers toward self-service options while maintaining accuracy and compliance.

As the frontline representative, you’ll greet customers, resolve routine issues, balance cash, log complaints, and coordinate with partners to address needs.

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 demonstrate 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 customers' identified needs.
• Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address the customers' 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

Cash handling

Verbal communication

Interpersonal skills

Time management

Attention to detail

Education

High school diploma or GED

Job description

M&T Bank in Pawling, NY is seeking a friendly, customer-focused Bank Customer Service Associate to enhance the branch experience. You will handle transactions, assist with digital tools, and guide customers toward self-service options while maintaining accuracy and compliance.

As the frontline representative, you’ll greet customers, resolve routine issues, balance cash, log complaints, and coordinate with partners to address needs.