Relationship Banker

mtb; Gettysburg (Adams County); On-site; USD 29,000 - 47,000; Full time

Job summary

M&T Bank in Gettysburg, PA is looking for a branch associate to drive sales and deliver customer service within the retail banking environment. You will manage relationships, assess needs, and refer complex cases to specialists as needed.

You will proactively contact clients to educate on value-added products, onboard new customers, and schedule regular appointments while upholding risk controls and banking regulatory requirements.

Qualifications

• High school diploma or GED with 2 years of proven retail sales, call center, customer service or telesales experience.
• OR a GED with 1 year of proactive sales experience.
• Strong verbal communication and interpersonal skills.
• Well-organized with time management and prioritization abilities.
• Demonstrated financial services product knowledge.
• Ability to communicate with tact and diplomacy with internal and external customers.
• Proficient with internet user-level technology.

Responsibilities

• Play key role in relationship management, sales process, and risk management (KYC/CIP).
• Complete basic research on customer profiles to identify value-add opportunities.
• Identify financial needs and present product and service options with partners.
• Proactively reach out to clients via e-mail or phone to educate on products.
• Onboard new customers through outreach and establish trust with existing clients.
• Schedule appointments and prepare pre-call plans for meetings.
• Perform customer servicing interactions and adhere to compliance standards.
• Promote M&T Bank brand and maintain internal controls.

Skills

Retail sales

Customer service

Telesales

Verbal communication

Interpersonal skills

Time management

Notary license

Bilingual (branch needs)

Internet literacy

Education

High school diploma or GED

Associates degree

Tools

Phone system

Fax

Copier

Job description

Overview:

Identifies customers' needs through the bank's retail sales process to provide proactive basic sales solutions through customer outreach for basic customer needs and/or refer complex customer needs to the appropriate team member/partner. Specializes in our branch customer experience through lobby management, servicing and sales interactions for retail and business customers.

Primary Responsibilities:

• Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)).
• Complete basic research on customer profiles in order to assess potential ways to add value to clients banking relationship and transition to needs to based discussion on financial goals
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
• Proactively reach out to clients to via e-mail or phone to follow up and educate on value added products/services to address needs of clients
• Onboard new customers through customer outreach (regardless of available channel, and individual who opened account)
• Establish trust with existing clients through proactive outreach regularly
• Schedule preset appointments for the following week and hold appointments each week
• Adequately prepares for scheduled appointment before customer meeting (prepare for sales interactions with pre-call plan)
• Perform customer servicing interactions.
• 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.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act

Scope of Responsibilities:

• The position is the focal point in the branch for sales, service and/or referral opportunities in support of overall branch goals and activity requirements.
• The position is key driver of customer flow in the branch to support these activities.
• The position services existing customers and grows the business through identifying sales opportunities with customers.
• The position must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.

Education and Experience Required:

• High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service and/or telesales experience
• OR
• A high school diploma or equivalent (GED) and a minimum of 1 year proven proactive sales experience.
• Strong verbal communication and interpersonal skills
• Proven ability to demonstrate exceptional customer service
• Well-organized individual with time management and prioritization skills
• Demonstrated financial services product knowledge
• Ability to communicate with tact and diplomacy with internal and external customers
• Proficient with internet user-level technology

Education and Experience Preferred:

• Associates degree
• Notary public license
• 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 heave objects weighing 5 lbs. to 30lbs
• Ability to read fine print
• Ability to interact with customers in an open face-to-face work environment
• Ability to use fax, telephone system, copier and other communication tools

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location Gettysburg, Pennsylvania, United States of America