Teller

M&T Bank; Village of Canastota (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Canastota, NY is seeking a branch service professional to deliver outstanding customer experiences, assist with digital demonstrations, and manage daily branch operations. You will engage customers, balance transactions, and support AML/KYC duties in a fast-paced environment.

The role emphasizes empathy, problem solving, and adherence to risk controls while promoting the bank’s brand and providing a seamless in-branch experience.

Qualifications

• High school diploma or GED required.
• Minimum 6 months customer service, data entry or cash handling experience.
• Proven verbal and interpersonal communication skills.
• Well-organized with time management and prioritization abilities.
• Basic internet user-level technology skills.

Responsibilities

• Provide exceptional service per bank standards and offer solutions that meet customer needs.
• Educate customers with digital demos and identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Accurately balance and process transactions following policy.
• Own escalated account issues and log complaints accurately.
• Introduce sales opportunities to the appropriate banking partner.
• Handle branch operations like cash orders, vault, ATM, and wires.
• Process customer/account maintenance tasks accurately.
• Complete AML/KYC related activities in compliance.
• Adhere to risk controls and regulatory standards.
• Support a brand-aligned, inclusive branch culture.
• Maintain internal controls and respond to audit points.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Interpersonal skills

Time management

Prioritization

Internet literacy

Cash handling

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
• Proven ability 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 in open face to face work environment

Location

Canastota, New York, United States of America

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.