Relationship Banker

M&T Bank•Boston, MA

15d•Onsite

About The Position

The Relationship Banker identifies customers’ needs through the bank’s retail sales process, provides proactive basic sales solutions through customer outreach, and refers complex needs to the appropriate team member or partner. The role specializes in the branch customer experience, including lobby management, servicing, and sales interactions with retail and business customers. This position is the focal point in the branch for sales, service, and referral opportunities in support of branch goals and activity requirements. It helps manage customer flow, serves existing customers, and grows business by identifying sales opportunities. The Relationship Banker must stay current on operational, product, and system changes and demonstrate sound risk-management decisions to help prevent losses and reduce fraudulent activity. The position is responsible for meeting and maintaining registration requirements under the Federal SAFE Act.

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.
Proficiency 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, 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

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.
Complete basic research on customer profiles to identify ways to add value to banking relationships and support needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate products and services, working cooperatively with internal business partners.
Contact clients by email or phone to follow up and explain value-added products and services that address their needs.
Onboard new customers through outreach, regardless of the account-opening channel or the individual 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 a pre-call plan.
Perform customer service 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 prevent losses and reduce fraudulent activity.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.