Teller

mtb; Westfield (MA); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Westfield, Massachusetts is seeking a Branch Customer Service Associate to deliver exceptional service to walk-in customers. You will handle transactions, assist with account maintenance, educate customers on digital tools, and work with the branch team to resolve issues promptly.

The role requires a high school diploma, at least 6 months of customer service experience, and strong communication and organizational skills to support a compliant and efficient banking environment.

Qualifications

• High school diploma or GED required with minimum 6 months customer service experience.
• Proven verbal communication and interpersonal skills.
• Well-organized with strong time management and data entry abilities.
• Proficient with internet-based technology and front-desk banking tasks.

Responsibilities

• Adhere to customer service standards and provide a differentiated experience.
• Balance and process customer transactions accurately following bank policy.
• Educate customers through digital demonstrations and identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Log customer complaints and escalate issues to resolution.
• Transition sales opportunities to banking partners and support branch operations.
• Perform branch-related tasks such as cash ordering, vault, ATMs, and wires.
• Maintain AML/KYC compliance and adhere to risk controls.

Skills

Customer service

Data entry

Cash handling

Verbal communication

Interpersonal skills

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

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
Westfield, Massachusetts, United States of America