Teller - Delaware Hertel Branch

mtb; Buffalo (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

M&T Bank in Buffalo, NY is seeking a Branch Customer Service Associate to provide exceptional service, handle transactions accurately, and support daily branch operations. You will engage customers in the lobby, balance cash, and assist with both routine inquiries and escalated issues.

The role emphasizes risk awareness, AML/KYC compliance, and collaboration with banking partners to meet customer needs in a fast-paced environment.

Qualifications

• High school diploma or GED with at least 6 months of customer service experience.
• Data entry and/or cash handling experience.
• Strong verbal and interpersonal communication skills.
• Excellent organization and time-management abilities.
• Proficiency with internet-enabled technology.

Responsibilities

• Adhere to customer service standards and deliver solutions in moments that matter.
• Balance and process customer transactions accurately following Bank Policy.
• Engage customers in lobby and identify both needs and opportunities.
• Take ownership of escalated account issues until resolution; log complaints.
• Transition sales opportunities to banking partners and promote products as appropriate.
• Support branch operations such as cash ordering, vault, ATM, and wire transfers.
• Perform Consumer AML/KYC-related activities and ensure compliance.

Skills

Customer service

Verbal communication

Interpersonal skills

Cash handling

Data entry

Internet literacy

Education

High school diploma or GED

Bilingual (branch needs)

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

Buffalo, New York, United States of America