Teller - Wilkens Plaza

M&T Bank; Baltimore (MD); On-site; USD 26,000 - 40,000; Full time

Job summary

M&T Bank in Baltimore is seeking an in-branch Customer Service Associate to deliver a differentiated experience for customers at the teller window and in lobby interactions. You will balance transactions, educate customers on digital services, and support branch operations with accuracy and compliance.

The role emphasizes empathy, communication, and the ability to resolve routine issues quickly while following Bank policy and regulatory requirements.

Qualifications

• High school diploma or GED is required.
• Excellent verbal communication and interpersonal skills.
• Ability to manage time and prioritize tasks.
• Proficiency with basic internet tools and digital banking systems.
• Detail oriented with accuracy in transactions.

Responsibilities

• Adhere to customer service standards and provide a differentiated experience by understanding customer needs.
• Educate customers through digital demonstrations; identify self-service opportunities.
• Engage in lobby management and address the customer’s immediate needs.
• Balance and process customer transactions accurately following Bank Policy.
• Resolve escalated account services issues and log complaints.
• Transition identified sales opportunities to the appropriate banking partner.
• Perform branch operational activities (cash, vault, ATM, wires).
• Process customer/account maintenance and AML/KYC activities.
• Support compliance and risk controls per policy and regulators.

Skills

Customer service

Verbal communication

Interpersonal skills

Time management

Organized

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

Baltimore, Maryland, United States of America