Digital-First Teller & Customer Experience Advocate

M&T Bank Corporation; Westfield (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank Corporation in Westfield, MA is seeking a branch associate to deliver exceptional customer service, balance transactions, assist with lobby management, and promote digital self-service. You will log complaints, support AML/KYC activities, and coordinate with banking partners to address customer needs in a fast-paced retail setting.

Ideal candidates have a GED or high school diploma and prior cash handling or data entry experience, with strong communication and organizational skills.

Qualifications

• High school diploma or GED with at least 6 months of customer service, data entry or cash handling.
• Strong verbal communication and interpersonal skills.
• Proven ability to deliver exceptional customer service.
• Well-organized with time management and prioritization skills.
• Proficient with internet user-level technology.
• Bilingual ability preferred based on branch needs.

Responsibilities

• Adhere to customer service standards and deliver solutions in moments that matter.
• Educate customers with shoulder-to-shoulder digital demos; identify self-service opportunities.
• Engage in lobby management, greet customers and address immediate needs.
• Balance and process customer transactions accurately per policy.
• Log and resolve escalated account service issues; document complaints.
• Refer sales opportunities to banking partners.
• Handle branch operations: cash orders, vault, ATM, wires.
• Process customer/account maintenance.
• Complete AML/KYC/BSA activities.
• Follow compliance and operational risk controls.
• Promote M&T Bank brand and maintain internal controls.
• Assist with audits and regulatory requests as applicable.
• Other related duties as assigned.

Skills

Verbal communication

Interpersonal skills

Customer service

Organization

Time management

Prioritization

Internet proficiency

GED + 6m CS

Education

High school diploma or GED

Bilingual based on branch needs

Job description

M&T Bank Corporation in Westfield, MA is seeking a branch associate to deliver exceptional customer service, balance transactions, assist with lobby management, and promote digital self-service. You will log complaints, support AML/KYC activities, and coordinate with banking partners to address customer needs in a fast-paced retail setting.

Ideal candidates have a GED or high school diploma and prior cash handling or data entry experience, with strong communication and organizational skills.