Relationship Banker I

M&T Bank
Baltimore, MD
Jun 11, 2018
Jun 25, 2018
Accountant, IT
Full Time
Retail Banking Division Full Time Floating - Relationship Banker I 37.5 Hours Per Week Supports all branches in Downtown Baltimore and Northern Anne Arundel County: Fells Point, Light Street, Patapsco Village, South Charles St, Inner Harbor, McHenry Row, Kirk Ave, Glen Burnie, Brooklyn Crossing THE OPPORTUNITY: Serves as foundation of building customer loyalty and growing and retaining customer relationships in the M&T branch system, completing all activities in a proactive manner. Plays key role in Customer Experience (efficient transactions, Lobby Experience, EasyDeposit migration, account maintenance and service beyond expectations), Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC), customer information profile (CIP) and branch operations). Profiles customers to identify financial needs, across all product and service lines, resolves service issues, and completes accurate and timely processing of teller transactions. 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 M&T Bank's 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 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. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Complete other related duties as assigned. NATURE AND SCOPE: The position is the focal point in the branch for sales, service and/or referral opportunities in support of overall branch goals and activity requirements. The position is key driver of customer flow in the branch to support these activities. The position services existing customers and grows the business through identifying sales opportunities with customers. The position assists the Teller team with customer transactions as required. The position must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity. The percentage of time spent in each work area is based on branch size, complexity, and need. MANAGERIAL/SUPERVISORY RESPONSIBILITY: Depending on the assigned branch, the position may provide guidance and training to less experienced personnel. 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. IDEAL QUALIFICATIONS PREFERRED: Associates' degree. Notary public license. Bi-Lingual based on branch needs. Experience with Internet. PHYSICAL REQUIREMENTS: Ability to stand for long periods of time. Prolonged use of hands and fingers. Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs. Ability to read fine print. Ability to interact with customers in an open face-to-face work environment. Ability to use fax, telephone system, copier and other communication tools. ABOUT M&T At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future. Job Posting: Jun 8, 2018, 8:22:51 AM Unposting Date: Ongoing

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