Relationship Banker at Kirk Ave & E 25th St

M&T Bank; Baltimore (MD); On-site; USD 31,000 - 52,000; Full time

Job summary

M&T Bank in Baltimore, MD, is seeking a Branch-focused customer relationship role to identify customer needs through our retail sales process and provide proactive basic solutions. The position emphasizes lobby management, servicing, and sales interactions for retail and business customers.

The role involves outbound outreach, onboarding new customers, and collaborating with internal partners to present appropriate product options, while maintaining strong compliance and risk controls.

Qualifications

• High school diploma or GED required; 1–2 years in retail sales, call center, customer service or telesales preferred.
• Strong verbal communication and interpersonal skills.
• Proficient with internet and basic technology; ability to handle customer inquiries professionally.

Responsibilities

• Identify customer needs through the branch sales process and refer complex needs to specialists.
• Conduct outbound calls and emails to educate customers on value-added products and services.
• Onboard new customers and schedule appointments to grow the banking relationship.
• Maintain compliance with risk controls and policies, including KYC and CIP requirements.

Skills

Retail sales

Customer service

Phone outreach

Communication

Education

High school diploma or GED

Associates degree

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.

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

Location

Baltimore, Maryland, United States of America