Customer Service Representative

1 week ago

Wilmington, North Carolina, United States M&T Bank Full time
Job Summary

As a Customer Service Representative at M&T Bank, you will play a vital role in providing exceptional service to our branch customers and resolving routine customer problems in a timely manner. This position requires a customer-centric individual who can exemplify empathy, flexibility, and adaptability in support of the Company's culture and brand.

Key Responsibilities

• Provide exceptional service to branch customers and resolve routine customer problems in a timely manner.
• 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, including cash ordering, vault, ATM, and wire transfer activities.
• 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 Qualifications

• 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.

At M&T Bank, we are committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $28.34 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

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