Relationship Banker at Kirk Ave & E 25th St

M&T Bank•Baltimore, MD

21d•Onsite

About The Position

The Relationship Banker is the focal point in the branch for sales, service, and referral opportunities in support of branch goals and activity requirements, and helps manage customer flow. The role serves existing retail and business customers and grows the business by identifying sales opportunities and addressing customers’ banking needs through outreach, service interactions, and referrals to appropriate partners for complex needs. The banker supports relationship management, sales, and risk management activities, including customer assessments, sales profiling, account opening, outbound calling, appointment preparation and follow-up, audit requirements, fraud prevention, and KYC and CIP processes. The position requires staying current on operational, product, and system changes and making sound risk-management decisions to help reduce preventable losses and fraudulent activity. The role also requires meeting and maintaining Federal SAFE Act registration requirements.

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 demonstrate 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.
Proficient with internet user-level technology.
Ability to stand for long periods of time.
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 registration requirements under the Federal SAFE Act.

Nice To Haves

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

Responsibilities

Identify customers’ needs through the bank’s retail sales process and provide proactive basic sales solutions or refer complex needs to the appropriate team member or partner.
Support branch customer experience through lobby management, servicing, and sales interactions for retail and business customers.
Conduct customer assessments, profile customers for sales opportunities, open accounts, and make lead-focused outbound calls.
Follow the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interaction, and follow-up.
Complete basic research on customer profiles to identify ways to add value to customers’ banking relationships and support needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate product and service options in cooperation with internal business partners.
Proactively contact clients by email or phone to follow up and educate them about products and services that address their needs.
Onboard new customers through outreach, regardless of the 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 and sales interactions using pre-call plans.
Perform customer servicing interactions.
Follow applicable 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 and enhancements, and make sound risk-management decisions to help manage preventable losses and reduce fraudulent activity.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.