Relationship Banker (Allentown, PA)

M&T Bank•Allentown, PA

About The Position

The Relationship Banker identifies customers’ needs through the bank’s retail sales process and provides proactive, basic sales solutions through customer outreach, referring complex needs to the appropriate team member or partner. The role specializes in branch customer experience through lobby management and servicing and sales interactions for retail and business customers. The position is the branch focal point for sales, service, and referral opportunities that support branch goals and activity requirements, and it helps manage customer flow. The Relationship Banker services existing customers and grows the business by identifying sales opportunities. The role also requires staying current on operational, product, and system changes and demonstrating sound risk-management decisions to help prevent losses and reduce fraudulent activity. The employee 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; or 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 with tact and diplomacy 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.
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

Support relationship management through customer assessments, sales opportunity profiling, account opening, and lead-focused outbound calling.
Carry out the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Follow risk-management practices, including audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) requirements.
Research customer profiles to identify ways to add value to banking relationships and transition to needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate product and service options in cooperation with internal business partners.
Contact clients proactively 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 compliance and operational risk controls and company or regulatory standards and policies.
Promote a workplace 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.
Stay current on operational, product, and system changes and enhancements, and make sound risk-management decisions.
Complete other related duties as assigned.
Meet and maintain Federal SAFE Act registration requirements.