Teller - Kensington Branch

M&T Bank; 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 specialist to deliver an exceptional in-branch experience. You will handle a variety of transactions, assist customers with digital demonstrations, and actively participate in lobby management to greet and assist guests.

The role emphasizes accuracy, empathy, and compliance, with responsibilities including cash handling, logging customer concerns, and following bank policies.

Qualifications

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

Responsibilities

• Adhere to customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities.
• Engage in lobby management and greet customers, addressing immediate needs.
• Balance and process customer transactions accurately and efficiently following bank policy.
• Take ownership of escalated account services issues and log complaints in the system.
• Transition sales opportunities and introduce customers to the appropriate banking partner.
• Complete branch-related operational activities (cash orders, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Complete Consumer AML/KYC related activities.
• Adhere to compliance/operational risk controls and support audit findings.
• Promote the M&T Bank brand and contribute to a welcoming environment.

Skills

Verbal communication

Interpersonal skills

Customer service

Time management

Organizational skills

Digital literacy

Education

High school diploma or GED

Job description

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