Relationship Banker

M&T Bank•Boston, MA

9d•$24 - $40•Onsite

About The Position

The Relationship Banker identifies customer 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 drive customer flow. It serves existing customers and grows the business by identifying sales opportunities, while staying current on operational, product, and system changes and making sound risk-management decisions to help prevent losses and reduce fraud.

Requirements

High school diploma or equivalent (GED) and a minimum of 2 years of proven retail sales, call center, customer service, and/or telesales experience; or a high school diploma or equivalent (GED) and a minimum of 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 stand for long periods.
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.
Responsible for meeting and maintaining Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Support relationship management through customer assessments, profiling for sales opportunities, account opening, and lead-focused outbound calling.
Carry out the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Follow risk-management practices, including audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) requirements.
Research customer profiles to assess opportunities to add value to banking relationships and transition to discussions based on customers’ 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 appointments and sales interactions using pre-call plans.
Perform customer service interactions.
Adhere to 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 addressing applicable issues raised by external regulators.
Meet and maintain registration requirements under the Federal SAFE Act.
Stay current on operational, product, and system changes or enhancements, and support the branch in managing preventable losses and reducing fraudulent activity.
Complete other related duties as assigned.