Relationship Banker

M&T Bank•Dunkirk, MD

12d•Onsite

About The Position

The Relationship Banker is the branch focal point for sales, service, and referral opportunities that support branch goals and activity requirements. The role manages customer flow, serves existing customers, and grows business by identifying customer needs and sales opportunities. It provides a branch customer experience through lobby management, servicing, and sales interactions with retail and business customers, while referring complex needs to appropriate team members or partners. The Relationship Banker uses customer assessments, profile research, account opening, lead-focused outreach, appointment preparation, follow-up, and risk-management practices to support customer relationships. The position requires staying current on operational, product, and system changes and making sound risk decisions to help manage preventable losses and reduce fraud. The role also requires meeting and maintaining registration requirements under the Federal SAFE Act.

Requirements

High school diploma or equivalent (GED).
At least 2 years of proven retail sales, call center, customer service, and/or telesales experience, or 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 with tact and diplomacy with internal and external customers.
Proficiency with internet user-level technology.
Ability to stand for long periods of time.
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, 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

Identify customer needs through the bank’s retail sales process and offer proactive basic sales solutions or refer complex needs to the appropriate team member or partner.
Manage the branch lobby and customer flow while providing servicing and sales interactions for retail and business customers.
Conduct customer assessments and profile customers for sales opportunities; open accounts and make lead-focused outbound calls.
Research customer profiles to identify ways to add value to banking relationships and support discussions about financial goals.
Identify customers’ financial needs and present appropriate products and services, working cooperatively with internal business partners.
Contact clients by email or phone to follow up and educate them about value-added products and services.
Onboard new customers through outreach regardless of the channel or the person 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 follow-up.
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, including timely implementation of internal and external audit points and issues raised by external regulators, as applicable.
Stay current on operational, product, and system changes and enhancements, and make sound risk-management decisions to help manage preventable losses and reduce fraudulent activity.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.