About this role
Demonstrated experience in branch banking and relationship-based retail banking is required, with a strong preference for candidates who exhibit solid leadership qualities. Must be in fluent in Spanish/ English.
Overview:
Identifies customers' needs through the bank’s retail sales process to provide proactive basic sales solutions through customer outreach for basic customer needs and/or refer complex customer needs to the appropriate team member/partner. Specializes in our branch customer experience through lobby management, servicing and sales interactions for retail and business customers.
Primary Responsibilities:
- Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)).
- Complete basic research on customer profiles in order to assess potential ways to add value to clients banking relationship and transition to needs to based discussion on financial goals
- Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
- Proactively reach out to clients to via e-mail or phone to follow up and educate on value added products/services to address needs of clients
- Onboard new customers through customer outreach (regardless of available channel, and individual who opened account)
- Establish trust with existing clients through proactive outreach regularly
- Schedule preset appointments for the following week and hold appointments each week
- Adequately prepares for scheduled appointment before customer meeting (prepare for sales interactions with pre-call plan)
- Responsible for meeting and maintaining registration requirements under the Federal SAFE Act
- Perform customer servicing interactions.
- 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 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 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.
Education and Experience Required:
High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service and/or telesales experience
OR
A high school diploma or equivalent (GED) and a minimum of 1 year proven proactive sales 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
Ability to communicate with tact and diplomacy with internal and external customers
Proficient with internet user-level technology
Ability to fluently communicate both verbally and in writing with bank customers in both English and the specified second language. Proficiency to be determined via an assessment.
Education and Experience Preferred:
Associates degree
Notary public license
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 heave objects weighing 5 lbs. to 30lbs
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
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $23.84 - $39.74 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.Location
Frederick, Maryland, United States of AmericaOther facts
About M&T Bank
Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. Founded in 1856 in Buffalo, NY we are now a top 11 full-service US-based commercial bank with a retail footprint across the east coast and wealth services available nationwide and abroad. As a bank, we offer advice, guidance, expertise, and solutions across the entire financial spectrum that combines M&T’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. We are a community-minded organization with more than 167 years of experience. We serve customers, community, and colleagues whether they be across the street, across the state or across the country.
As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values drive the work we do – integrity, ownership, collaboration, curiosity, candor and we seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members.
M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.
What you'll do
- The Relationship Banker is responsible for managing customer relationships, identifying financial needs, and providing sales solutions. They also ensure compliance with operational risk controls and promote a positive customer experience.
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