Relationship Banker

M&T Bank•Montoursville, PA

11d•Onsite

About The Position

The Relationship Banker identifies customers’ needs through the bank’s retail sales process, providing proactive basic sales solutions through customer outreach and referring complex needs to the appropriate team member or partner. The role specializes in the branch customer experience, including lobby management, servicing, and sales interactions for retail and business customers. The position is the branch focal point for sales, service, and referral opportunities that support branch goals and activity requirements, and is a key driver of customer flow. It serves existing customers and grows the business by identifying sales opportunities. The Relationship Banker stays current on operational, product, and system changes and enhancements, and uses sound risk management decisions to help prevent losses and reduce fraud. The role also requires meeting and maintaining registration requirements under the Federal SAFE Act.

Requirements

High school diploma or equivalent (GED).
At least 2 years of proven retail sales, call center, customer service, and/or telesales experience; alternatively, 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 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.

Nice To Haves

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

Responsibilities

Manage customer relationships 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 audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP) practices.
Research customer profiles to identify ways to add value to banking relationships and guide needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate products and services, working cooperatively with internal business partners.
Reach out to 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 available 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 appointments and sales interactions using a pre-call plan.
Perform customer-service interactions.
Comply with applicable compliance and operational risk controls and company or 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 support the branch in managing preventable losses and reducing fraudulent activity.
Complete other related duties as assigned.
Meet and maintain registration requirements under the Federal SAFE Act.