Customer Engagement Specialist

2 weeks ago

Schenectady, New York, United States M&T Bank Full time

Position Overview:

The role focuses on enhancing the customer experience within our branch through effective sales, exceptional service, and digital engagement for both Consumer and Business Banking clients. This position supports the branch's daily operations as a Teller, addressing customer service and sales requirements as necessary.

Key Responsibilities:

  • Provide education to customers regarding the features and advantages of Consumer and Business Banking solutions, tailoring recommendations to meet their specific needs.
  • Encourage customers to utilize our banking services and digital tools, ensuring they receive solutions that cater to their requirements.
  • Clarify the criteria involved in loan application decisions.
  • Manage servicing responsibilities related to Consumer and Business Banking relationships, proactively identifying opportunities to address additional banking needs.
  • Adhere to the Bank's sales methodology, delivering straightforward, customer-centric advice and guidance.
  • Engage with customers proactively to foster retention and growth of Consumer and Business Banking relationships.
  • Uphold established customer service standards, providing a unique experience by understanding and addressing customer needs during critical interactions.
  • Participate in lobby management, welcoming customers and taking initiative to resolve their banking inquiries.
  • Introduce suitable banking partners when customer needs align with product solutions.
  • Stay informed about the Bank's AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) protocols, identifying and reporting any suspected fraudulent activities.
  • Effectively manage and document customer complaints in the appropriate systems.
  • Review and assist in resolving customer overdrafts.
  • Accurately process customer transactions and complete operational tasks required by the branch.
  • Comply with all applicable risk controls and regulatory standards.
  • Promote a diverse and inclusive environment that reflects the M&T Bank brand.
  • Maintain internal control standards, ensuring timely implementation of audit recommendations and addressing any regulatory concerns.
  • Meet registration requirements under the Federal SAFE Act.
  • Perform other related duties as assigned.

Scope of Responsibilities:

This position is essential in delivering outstanding service to branch customers and resolving issues promptly. It plays a vital role in driving sales and enhancing the customer experience within the branch. The individual will collaborate with various departments within the Bank to ensure efficient resolution of operational matters.

Education and Experience Required:

  • High school diploma or equivalent (GED) with a minimum of 1 year of proven experience in retail sales, customer service, or call center environments.
  • Strong interpersonal and communication skills.
  • Ability to engage effectively with a diverse customer base.
  • Proficient in managing challenging customer interactions.
  • Well-organized with strong time management and prioritization skills.
  • Ability to work effectively under pressure in a team setting.
  • Familiarity with internet user-level technology.

Preferred Qualifications:

  • Bilingual skills based on branch needs.
  • Demonstrated sales and referral capabilities.

Physical Requirements:

  • Ability to stand for extended periods.
  • Prolonged use of hands and fingers.
  • Capability to lift objects weighing between 5 lbs. to 30 lbs.
  • Ability to read fine print and interact with customers in a face-to-face environment.

Compensation:

M&T Bank is dedicated to providing fair and competitive compensation for our employees. The pay range for this position is $28.11 Hourly (USD), with specific compensation determined by the candidate's unique combination of skills and experience.

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