M&T Bank Service Associate in Rockville, Maryland
Specializes in our branch customer experience through lobby management, transactions and basic retail servicing interactions. (e.g. customer service enrollment, address changes, problem resolution). Accurately processes a variety of financial transactions (e.g. deposits, withdrawals) in an accurate and efficient manner.
Address the customer’s immediate need, and then provide a service transaction or guided self-service
Match the appropriate resource (person, digital service) to the need
Identify transactions “on the line” that can be migrated to digital solutions
Demonstrate digital transaction tools to customer directly, including explanations of benefits, etc.
Assess options with focus on “shoulder to shoulder” self-service
Follow up with customer once servicing is complete to ensure immediate need and customer’s expectation have been met
Take ownership of escalated account services issues until resolution
Transition to identified sales opportunity using transition statement
Demonstrate customer service standards during transaction processing and follow M&T policy on transaction processing
Fully leverage available tools (e.g. Teller Cash Recycler) for transaction processing
Complete all Currency Transaction Reports and Wire Activities and escalations as appropriate
Accurately complete cash ordering for the branch and TCR/ATM settlement activities
Participate in branch audit/logging activities, provide follow-up where appropriate and Satisfy/Maintain audit/new activities and provides follow up where appropriate
Process customer/account maintenance accurately (address/name changes, signor/account updates, etc.)
Complete Retail Customer Refresh Activities
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
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.
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.
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.
Adheres to Retail customer service standards, to include lobby experience and digital experience. Performs requisite interaction tracking and reporting
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 and interpersonal skills
Proven ability to demonstrated exceptional customer services
Well-organized individual with time management and prioritization skills
Proficient with internet user-level technology
Education and Experience Preferred:
Bilingual based on branch needs
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
Rockville, Maryland, United States of America
At M&T Bank, we make a difference in people’s lives . For more than 160 years, we’ve been providing our customers with guidance and financial solutions, leading our communities through challenges and growth opportunities, and empowering our employees to build purpose-driven careers.
Our talent and culture set us apart. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor. We seek to further build upon our record of success by bringing in diverse talents and fresh skill sets while supporting the growth and development of all team members.
We are constantly renewing. Our future success relies on our ability to understand what’s important to our customers and use that understanding to build new and innovative customer experiences.
We support our employees every step of the way.
Full medical & dental benefits, Heath Savings & Flexible Spending Accounts, and life/disability insurance
Generous paid time off (PTO) plus 11 paid holidays and an option to buy additional PTO
401(k) match at 5% with options for Roth and discretionary employer contributions
A deep commitment to equity, including 14 resource group charters, a D&I sponsorship program, 40 annual paid volunteer hours and more
Various options for tuition assistance, paid parental leave, stock purchase, wellness and employee discounts
We need you. Are you ready to join us? Apply today to start the journey.
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M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.
M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.