Relationship Banker

M&T Bank•Ludlow, VT

10d

About The Position

The Relationship Banker is the branch focal point for sales, service, and referral opportunities in support of branch goals and activity requirements. The role supports the branch customer experience through lobby management and servicing and sales interactions with retail and business customers. It serves existing customers and grows the business by identifying sales opportunities, addressing basic banking needs, and referring complex needs to the appropriate team member or partner. The position involves customer assessments and profiling, account opening, lead-focused outreach, appointment preparation and follow-up, and risk management. The banker researches customer profiles, identifies financial needs, presents appropriate products and services, and works with internal partners. The role also requires staying current on operational, product, and system changes and making sound risk-management decisions to help prevent losses and reduce fraudulent activity.

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 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.
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 skills, based on branch needs.

Responsibilities

Assess and profile customers to identify sales opportunities, open accounts, and conduct lead-focused outbound calls.
Follow the sales process, including profile and pre-call planning, customer outreach, appointment preparation, customer interactions, and follow-up.
Conduct basic research on customer profiles to identify ways to add value to their banking relationships and support discussions about financial goals.
Identify customers’ financial needs and present appropriate products and services, working cooperatively with internal business partners.
Proactively 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 individual through which the account was opened.
Build trust with existing clients through regular, proactive outreach.
Schedule appointments for the following week and hold appointments each week.
Prepare for scheduled appointments and customer sales interactions using pre-call plans.
Perform customer servicing interactions and help manage customer flow in the branch.
Follow compliance and operational risk controls in accordance with company and regulatory standards and policies.
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.
Stay current on operational, product, and system changes or enhancements and make sound risk-management decisions to help prevent losses and reduce fraud.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.