Customer Service Representative
4 weeks ago
We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner.
Key Responsibilities:
- Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
- Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities that meet the customer's identified needs.
- Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address the customer's immediate need.
- Accurately balance and process customer transactions efficiently following Bank Policy.
- Take ownership of escalated account services issues until resolution and complete and accurately log all customer complaints in the appropriate system.
- Transition identified sales opportunities and provide introduction to appropriate banking partners.
- Complete branch-related operational activities as appropriate.
- Process customer/account maintenance accurately.
- Complete Consumer AML (Anti-Money Laundering)/BSA (Bank Secrecy Act)/KYC (Know Your Customer related activities.
- Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Requirements:
- High school diploma or equivalent (GED) and minimum of 6 months customer service experience, including data entry and/or cash handling experience.
- Proven verbal communication skills.
- Proven interpersonal skills.
- Proven ability to demonstrate exceptional customer service.
- Well-organized.
- Proven time management skills.
- Proven prioritization skills.
- Proficient with internet user-level technology.
Preferred Requirements:
- Bilingual based on branch needs.
Physical Requirements:
- Ability to stand for long periods of time.
- Prolonged use of hands and fingers.
- Ability to lift light to heavy objects weighing 5lbs – 30lbs.
- Ability to read fine print.
- Ability to interact with customers in an open face-to-face work environment.
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