Relationship Banker

M&T Bank; Lancaster (Lancaster County); On-site; USD 31,147 - 51,894; Full time

Job summary

A financial services provider seeks a proactive individual for a role in customer relationship management. This position involves developing customer relationships, evaluating financing requests, and promoting the bank's retail products. The ideal candidate has strong retail sales and customer service experience, with a minimum of three years in related fields. Responsibilities include meeting sales goals and participating in community events to expand the customer base. Compensation is competitive, with a range of $22.61 - $37.67 Hourly.

Qualifications

• 3+ years of retail sales, call center, customer service or telesales experience.
• Strong verbal communication skills to interact with customers.
• Proficiency in financial services products.

Responsibilities

• Develop new and expand existing customer relationships.
• Evaluate financing requests and recommend loan structures.
• Attend community networking events to build opportunities.

Skills

Retail sales experience

Customer service skills

Time management

Financial services knowledge

Interpersonal communication

Education

High school diploma or equivalent (GED)

Associates degree (preferred)

Job description

Overview

Identifies customers' needs through the bank’s retail sales process to provide proactive sales solutions through customer outreach for basic and complex customer needs. Specializes in our branch customer experience through all retail and business sales interactions.

Primary Responsibilities

• Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals.
• 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)).
• Reach out to clients to follow up from previous interactions based on need identified during an appointment/interaction to progress development plan.
• Develop understanding and knowledge of products and services offered by Business Banking.
• Evaluate financing requests, recommend loan structure, and submit complete loan application packages.
• Research and provide industry knowledge (e.g. vertical IQ).
• Fluently explain processes, services, and products (e.g. interest expense, amortization schedules, how to optimize/educate all types of consumer debt scenarios, Mortgage/HELOC, Business Banking products, TM and Merchant Services products)
• Attend community networking events.
• Develop relationships with Centers of Influence for referral opportunities
• Act as liaison with business partners for retail product solutions (i.e. cross-selling retail products to business owners). Build relationships with non-branch business partners (e.g. business bankers, mortgage loan originators).
• Perform basic sales duties.
• May be required to solicit new business banking relationships through outbound prospecting calling activities and develop new banking relationships through a consultative sales approach in some branches.
• 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 focus of this position is to serve as key driver in growing the business through proactive identification of sales opportunities and portfolio management with customers to support achievement of annual branch sales goals. The position interacts with appropriate areas of the bank to ensure customer needs and service issues are resolved timely, accurately and completely.

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. Must have sophisticated understanding of each 4 types of need, transactional, savings, retirement and protection (why, why and how). Works with more complex business customers.

Education and Experience Required

High school diploma or equivalent (GED) and a minimum of 3 years proven retail sales, call center, customer service and/or telesales experience

OR

Ahigh school diplomaor equivalent (GED) and minimum of 2 years 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

Minimum of 3 years financial services sales experience

Bi-lingual 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 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 $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Lancaster, Pennsylvania, United States of America