Customer Service Representative

4 weeks ago


Little Falls, Minnesota, United States M&T Bank Full time
Job Summary

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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