Relationship Banker

M&T Bank•York, PA

22d•Onsite

About The Position

The Relationship Banker is the branch focal point for customer sales, service, and referral opportunities in support of branch goals. The role manages customer flow and specializes in the branch customer experience for retail and business customers through lobby management, servicing, and sales interactions. The banker identifies customer needs, provides proactive basic sales solutions, and refers complex needs to the appropriate team member or partner. The position supports relationship management, the sales process, and risk management. It serves existing customers and grows the business by identifying sales opportunities, conducting proactive outreach, preparing for and holding customer appointments, onboarding new customers, and keeping current with operational, product, and system changes. The role also supports branch risk management through compliance controls, fraud prevention, and sound risk decisions.

Requirements

High school diploma or GED and at least 2 years of proven retail sales, call center, customer service, and/or telesales experience; alternatively, a high school diploma or 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 meet and maintain Federal SAFE Act registration requirements.
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.

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 calls.
Carry out the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Follow risk management requirements, 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 their banking relationships and transition to needs-based discussions about financial goals.
Identify customer financial needs and present appropriate products and services while working with internal business partners.
Contact clients by email or phone to follow up and explain products and services that may address their needs.
Onboard new customers through customer outreach, regardless of the channel or who opened the account.
Build trust with existing clients through regular proactive outreach.
Schedule preset appointments for the following week and hold appointments each week.
Prepare for scheduled appointments and sales interactions using a pre-call plan.
Perform customer service interactions and help manage customer flow in the branch.
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 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 prevent losses and reduce fraud.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.