Teller

mtb; Hanover (York County); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Hanover, PA is seeking a Branch Customer Service Associate to provide exceptional service, balance and process transactions, and assist customers with everyday banking needs in a fast-paced retail setting.

You will greet customers, educate on digital tools, handle account maintenance, AML/KYC tasks, and coordinate with banking partners while upholding compliance and risk controls; prior cash handling and data entry experience is preferred; bilingual is a plus.

Qualifications

• High school diploma or GED required
• Minimum 6 months customer service experience
• Proven verbal communication skills
• Proven interpersonal skills
• Proven ability to demonstrate exceptional customer service
• Well-organized with good time management and prioritization
• Proficient with internet user-level technology

Responsibilities

• Adhere to customer service standards and deliver a differentiated experience
• Educate customers through digital demonstrations and identify self-service opportunities
• Engage in lobby management, greeting customers and addressing needs
• Balance and process customer transactions following Bank Policy
• Own escalated account service issues and log complaints
• Transition sales opportunities to the appropriate banking partner
• Complete branch operational activities (cash ordering, vault, ATM, wire transfers)
• Process customer/account maintenance
• Complete AML/BSA/KYC related activities
• Adhere to compliance and risk control standards
• Promote a belonging environment and uphold M&T Bank brand
• Complete internal and external audit points as applicable
• Perform other related duties as assigned

Skills

Verbal communication

Interpersonal skills

Customer service

Data entry and cash handling

Proficient with internet tools

Education

High school diploma or GED

Job description

Overview

Specializes 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.

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
• 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

Compensation

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

Hanover, Pennsylvania, United States of America