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Relationship Banker I
Location : New York, Buffalo
Refer job # IMNY337987

Job Responsibilities and Requirements: POSITION RESPONSIBILITIES: Participate in the Lobby Experience Model, serving as assigned person (based on branch facility design), as scheduled, to welcome the customer, work with or direct them as appropriate based on their identified needs and encourage utilization of self-service channels. Support Bank guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying Thank you for banking with M&T, is there anything else I can do for you today (customer name)? Maintain a professional manner to build customer confidence and trust. Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues to supervisor. Follow-up on these issues as required to ensure timely and accurate resolution and convert servicing situations to sales/referral opportunities. Meet with customers entering the branch to assess and identify customers immediate and long-term financial needs; present all appropriate options and complete the sale and/or referral of products and services as appropriate. Develop new customer relationships and/or retain and expand existing relationships by proactively identifying customer opportunities utilizing fundamentals of Bank sales process to achieve personal sales and/or referral goals. Conduct lead-focused outbound calls and participate in branch sales promotions as requested by management. Follow consumer guidelines for accuracy and proper new account handling and exception processing. Process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing in a timely and efficient manner. Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions and according to policy. Issue receipts to customers for transactions processed to provide a record of activity. Balance daily work, adhering to all procedures stated in the Employee Difference policy. Maintain thorough knowledge of procedures required for ATM (Automated Teller Machine) settlement, foreign currency, night depository, reserve cash and coin maintenance, negotiable control and review, opening and closing procedures, ordering of cash, and preparation of cash for shipment and receipt of cash shipment. Input information into the Automated Balancing System (ABS) and Currency Transaction Reporting (CTR) system as required to provide a record of activity. Serve as Operations Teller-in-Charge depending on branch size and complexity. Teller-in-Charge responsibilities serve as workflow coordinator, creating Teller schedules, providing sales and service leadership to Tellers, ensuring consistent execution of activities and attending operations meetings conducted by Regional Operations. Ensure compliance with operational, security and control policies/procedures to support preventing fraud and protecting customer assets. Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings. Understand and adhere to the Company s risk and regulatory standards, policies and controls in accordance with the Company s Risk Appetite. Identify risk-related issues needing escalation to management. Promote an environment that supports diversity and reflects 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. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Complete other related duties as assigned. MINIMUM QUALIFICATIONS REQUIRED: High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service, or telesales experience. Strong verbal communication and interpersonal skills. Proven ability to demonstrate exceptional customer service. Well-organized individual with time management and prioritization skills. Demonstrated financial services product knowledge. Proficiency with personal computers as well as pertinent word processing and spreadsheet software as well as email. Ability to communicate with tact and diplomacy with internal and external customers.



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