Float Teller

M&T Bank; Springfield (MA); On-site; USD 40,000 - 46,000; Full time

Job summary

M&T Bank in Springfield, MA seeks a Float Teller to enhance branch customer experience through digital engagement, lobby management and proficient transaction processing.

You will travel between branches within the area, balance cash and process transactions accurately, while identifying service opportunities and ensuring compliance with AML/KYC requirements.

Qualifications

• High school diploma or GED and at least 6 months of customer service experience.
• Ability to travel between branches as needed.
• Proven verbal and interpersonal communication skills.
• Demonstrated exceptional customer service and time management.
• Proficient with basic internet-based tools and systems.

Responsibilities

• Adhere to customer service standards and deliver a differentiated experience.
• Educate customers through shoulder-to-shoulder digital demonstrations.
• Engage in lobby management and greet customers proactively.
• Balance and process customer transactions accurately and efficiently.
• Log and resolve escalated account service issues.
• Identify sales opportunities and introduce the appropriate banking partner.
• Perform branch operations such as cash ordering, vault, ATM, and wires.
• Process customer/account maintenance tasks with accuracy.
• Complete AML/BSA/KYC related activities.
• Adhere to compliance and risk controls to support brand integrity.
• Promote an environment that reflects the M&T Bank brand and values.
• Maintain internal controls and respond to audit findings.

Skills

Customer service

Data entry

Cash handling

Verbal communication

Interpersonal skills

Time management

Prioritization

Internet 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

Location

Springfield, Massachusetts, United States of America

M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.