Teller

M&T Bank•Holyoke, MA

20d•Onsite

About The Position

The Teller specializes in the branch customer experience through digital engagement, lobby management, transactional processing, and retail servicing. The role processes a variety of financial transactions accurately and efficiently, provides exceptional service to branch customers, and resolves routine customer problems in a timely manner. The Teller interacts with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position requires staying current on operational changes and making sound risk-management decisions to help prevent losses and reduce fraudulent activity. The jobholder is expected to demonstrate empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand. This position has no managerial or supervisory responsibilities.

Requirements

High school diploma or equivalent (GED).
At least 6 months of customer service experience, including data entry and/or cash handling experience.
Proven verbal communication skills.
Proven interpersonal skills.
Demonstrated ability to provide exceptional customer service.
Well-organized.
Proven time-management skills.
Proven prioritization skills.
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 5–30 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.

Nice To Haves

Bilingual ability, based on branch needs.

Responsibilities

Adhere to customer service standards and provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities that meet their needs.
Manage the lobby by meeting and greeting customers, proactively identifying their immediate needs, and taking ownership to address them.
Accurately balance and process customer transactions efficiently in accordance with Bank policy.
Take ownership of escalated account-service issues through resolution and accurately log customer complaints in the appropriate system.
Identify sales opportunities and introduce customers to the appropriate banking partner.
Complete branch operational activities as appropriate, including cash ordering, vault, ATM, and wire transfer activities.
Process customer and account maintenance accurately.
Complete Consumer AML, BSA, and KYC-related activities.
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 changes and make sound risk-management decisions to help manage preventable losses and reduce fraudulent activity.
Complete other related duties as assigned.