Relationship Banker

M&T Bank•Wilmington, DE

12d•Onsite

About The Position

The Relationship Banker identifies customers’ needs through the bank’s retail sales process and provides proactive, basic sales solutions through outreach, referring complex needs to the appropriate team member or partner. The role specializes in the branch customer experience through lobby management, servicing, and sales interactions for retail and business customers. It is the branch focal point for sales, service, and referral opportunities and helps manage customer flow, meet branch goals, grow customer relationships, and reduce preventable losses and fraudulent activity. The position supports relationship management, the sales process, and risk management. It serves existing customers and onboards new customers through outreach, identifies financial needs and appropriate products or services, and coordinates with internal business partners. The banker must stay current on operational, product, and system changes and maintain applicable compliance and internal control standards, including SAFE Act registration requirements.

Requirements

High school diploma or equivalent (GED) and at least 2 years of proven retail sales, call center, customer service, and/or telesales experience; alternatively, a high school diploma or equivalent (GED) and at least 1 year of proven proactive sales experience.
Strong verbal communication and interpersonal skills.
Proven ability to demonstrate exceptional customer service.
Well-organized, 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 stand for long periods of time.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to use a fax, telephone system, copier, and other communication tools.

Nice To Haves

Associate degree.
Notary public license.
Bilingual ability, based on branch needs.

Responsibilities

Assess customer profiles and identify sales opportunities, including through account opening and lead-focused outbound calling.
Plan and conduct the sales process, including pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Complete basic research on customer profiles to identify ways to add value to customers’ banking relationships and discuss their financial goals.
Identify customers’ financial needs and present appropriate product and service options, working with internal business partners as needed.
Contact clients by email or phone to follow up and explain value-added products and services that address their needs.
Onboard new customers through outreach, regardless of the channel used or who opened the account.
Build trust with existing clients through regular proactive outreach.
Schedule appointments for the following week and hold appointments each week.
Prepare for scheduled customer appointments using a pre-call plan.
Perform customer servicing interactions and manage customer flow in the branch.
Comply with applicable compliance and operational risk controls, including audit requirements, fraud prevention, KYC, and CIP.
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 and applicable issues raised by external regulators.
Meet and maintain registration requirements under the Federal SAFE Act.
Stay current on operational, product, and system changes or enhancements and make sound risk management decisions.
Complete other related duties as assigned.