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 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. 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 $20.00 - $29.88 (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

　　Location

　　Lexington, Massachusetts, United States of America

　　M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.