Relationship Banker

M&T Bank•Montpelier, VT

11d

About The Position

The Relationship Banker is the branch focal point for sales, service, and referral opportunities supporting branch goals and activity requirements. The role helps manage customer flow, serves existing customers, and grows business by identifying sales opportunities and addressing customers’ banking needs. It specializes in the branch customer experience through lobby management, servicing, and sales interactions with retail and business customers. The Relationship Banker identifies customer needs through the bank’s retail sales process, provides proactive basic sales solutions through outreach, and refers complex needs to appropriate team members or partners. The position also stays current on operational, product, and system changes and uses sound risk-management judgment to help prevent losses and reduce fraudulent activity. The role is responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

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 provide exceptional customer service.
Strong organization, time-management, and prioritization skills.
Demonstrated knowledge of financial services products.
Ability to communicate tactfully and diplomatically with internal and external customers.
Proficiency with internet user-level technology.
Ability to stand for long periods.
Ability to use hands and fingers for prolonged periods.
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 machine, telephone system, copier, and other communication tools.

Nice To Haves

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

Responsibilities

Support relationship management through customer assessments, sales-opportunity profiling, account opening, and lead-focused outbound calling.
Follow the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interaction, and follow-up.
Meet risk-management requirements, including audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) practices.
Research customer profiles to identify ways to add value to clients’ banking relationships and guide needs-based discussions around financial goals.
Identify customers’ financial needs and present appropriate products and services, working with internal business partners as needed.
Proactively contact clients by email or phone to follow up and explain relevant products and services.
Onboard new customers through outreach, regardless of the available channel 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, including developing a pre-call plan.
Perform customer-service interactions.
Comply with applicable operational and compliance risk controls and company and regulatory standards and policies.
Promote a welcoming 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 addressing issues raised by external regulators, as applicable.
Stay current on operational, product, and system changes and enhancements, and make sound risk-management decisions.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.