Teller (Westborough branch)

M&T Bank; Westborough (MA); On-site; USD 26,174 - 38,572; Full time

Job summary

M&T Bank in Westborough, MA is seeking a Branch Customer Service Associate to provide exceptional in-person service, balance cash, and process transactions efficiently. You will guide customers through digital options and address immediate needs with empathy in a friendly, open environment.

Responsibilities include handling AML/KYC duties, logging issues, and promoting banking solutions while maintaining compliance and accuracy. A bilingual capability is a plus and enhances service delivery.

Qualifications

• Minimum of 6 months customer service experience, including data entry and cash handling.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Well-organized with strong time management and prioritization.
• Proficient with internet user-level technology.

Responsibilities

• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs.
• Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Balance and process customer transactions accurately and efficiently.
• Log customer complaints and escalate account service issues until resolution.
• Transition sales opportunities and introduce customers to banking partners.
• Perform branch operational tasks (cash ordering, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Complete AML/KYC-related activities and comply with policy controls.
• Maintain the M&T Bank brand and participate in audits and risk controls.

Skills

Customer service

Verbal communication

Interpersonal skills

Data entry

Cash handling

Bilingual

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 $19.00 - $28.84 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Westborough, Massachusetts, United States of America