Relationship Banker

M&T Bank•Wilkes Barre, PA

12d•Onsite

About The Position

The Relationship Banker identifies customer 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 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 in support of branch goals and activity requirements. The position serves existing customers and grows the business by identifying sales opportunities, while staying current on operational, product, and system changes and applying sound risk-management practices. The role is responsible for meeting and maintaining registration requirements under the Federal SAFE Act. The position also supports an environment of belonging that reflects the M&T Bank brand and maintains internal control standards, including timely implementation of audit points and resolution of applicable issues raised by external regulators.

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.
Well-organized, with time-management and prioritization skills.
Demonstrated financial services product knowledge.
Ability to communicate tactfully and diplomatically with internal and external customers.
Proficiency with internet user-level technology.
Ability to stand for long periods.
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 machine, telephone system, copier, and other communication tools.
Ability to meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Conduct customer assessments and profile customers for sales opportunities, account opening, and lead-focused outbound calling.
Follow the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Manage risk through audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) practices.
Research customer profiles to identify ways to add value to banking relationships and transition to discussions about financial goals.
Identify customer financial needs and present appropriate products and services, working with internal business partners as needed.
Reach out to clients by email or phone to follow up and explain relevant value-added products and services.
Onboard new customers through customer 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 using a pre-call plan.
Perform customer servicing interactions.
Comply with applicable operational and compliance risk controls, company policies, and regulatory standards.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain internal control standards and implement internal and external audit points in a timely manner, addressing applicable issues raised by external regulators.
Stay current on operational, product, and system changes or enhancements and make sound risk-management decisions to help prevent losses and reduce fraudulent activity.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.