Relationship Banker

M&T Bank•Middletown, PA

4d•$21 - $34

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 the branch customer experience through lobby management, servicing, and sales interactions with retail and business customers. The position is the branch focal point for sales, service, and referral opportunities in support of branch goals and activity requirements, and helps manage customer flow. It services existing customers and grows the business by identifying sales opportunities. The banker is expected to stay current on operational, product, and system changes and demonstrate 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; 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 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.
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 calling.
Follow the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Follow risk-management requirements, including audits, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) procedures.
Research customer profiles to identify ways to add value to customers’ banking relationships and transition to discussions of their 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 explain value-added products and services that address their needs.
Onboard new customers through customer outreach, regardless of the channel or the individual 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 customer appointments, including developing a pre-call plan.
Perform customer servicing interactions.
Comply with applicable compliance and operational 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 addressing applicable issues raised by external regulators.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.
Stay current on operational, product, and system changes and enhancements, and make sound risk-management decisions to help prevent losses and reduce fraudulent activity.