Float Teller

mtb; Springfield (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Springfield, MA seeks a Float Teller to support branch customer experience through in-branch service, digital demonstrations, and transactional processing. The role travels to different branches to assist staff and ensure consistent service.

Responsibilities include handling cash, balancing transactions, AML/KYC activities, cross-selling opportunities, and maintaining compliance in a fast-paced environment.

Qualifications

• High school diploma or equivalent required; 6 months of customer service experience preferred.
• Ability to travel between branches as needed.
• Proven verbal communication skills.
• Proven interpersonal skills and exceptional customer service.

Responsibilities

• Adhere to customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate customers through digital demonstrations and identify self-service opportunities.
• Engage in lobby management and address customers' immediate needs.
• Accurately balance and process customer transactions following Bank Policy.
• Resolve escalated account issues and log complaints in the system.
• Promote identified sales opportunities and introduce customers to banking partners.
• Perform branch operational duties (cash ordering, vault, ATM, wires) as appropriate.
• Process customer and account maintenance accurately.
• Adhere to AML/BSA/KYC requirements and regulatory standards.
• Maintain internal controls and assist with audits and regulatory requirements.

Skills

Customer service

Cash handling

Data entry

Verbal communication

Interpersonal skills

Time management

Digital literacy

Education

High school diploma or GED

Job description

Overview:

As a Float Teller, you will specialize in our branch customer experience through digital engagement, lobby management, transactional processing and retail servicing interactions. Processes a variety of financial transactions in an accurate and efficient manner. Float tellers will frequently travel to different branches within a designated area to assist branch staff as needed.

Primary 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.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company's culture and brand. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

• High school diploma or equivalent (GED) and minimum of 6 months customer service experience, including data entry and/or cash handling experience
• Ability to easily travel between branches on an as needed basis
• 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

Education and Experience Preferred:

• Bilingual based on branch needs

Physical Requirements:

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heavy objects weighing 5lbs - 30 lbs.
• Ability to read fine print
• Ability to interact with customers in an open face to face work environment

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.00 - $26.21 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Springfield, Massachusetts, United States of America