Customer Service Representative

6 days ago

Lancaster, Pennsylvania, United States M&T Bank Full time

Job Summary:

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Service Representative at M&T Bank. As a key member of our branch team, you will be responsible for providing exceptional service to our customers and resolving routine customer problems in a timely manner.

Key Responsibilities:

  • Provide exceptional customer service to branch customers, responding to their needs and resolving issues in a timely and professional manner.
  • Process a variety of financial transactions, including deposits, withdrawals, and transfers, in an accurate and efficient manner.
  • Actively engage with customers to understand their needs and deliver solutions that meet their expectations.
  • Participate in lobby management, meeting and greeting customers, and proactively addressing their immediate needs.
  • Accurately balance and process customer transactions, following Bank Policy and procedures.
  • Take ownership of escalated account services issues, working with internal teams to resolve customer complaints and concerns.
  • Complete branch-related operational activities, including cash ordering, vault management, and ATM maintenance.
  • Process customer/account maintenance, including account openings, closings, and updates.
  • Adhere to applicable compliance and operational risk controls, ensuring that all activities are conducted in accordance with Company and regulatory standards.
  • Promote a culture of diversity and inclusion, reflecting the values and brand of M&T Bank.

Requirements:

  • High school diploma or equivalent (GED) and a minimum of 6 months customer service experience, including data entry and/or cash handling experience.
  • Proven verbal communication skills, with the ability to effectively interact with customers and internal teams.
  • Proven interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Proven ability to demonstrate exceptional customer service, with a focus on delivering solutions that meet customer needs.
  • Well-organized, with the ability to prioritize tasks and manage multiple responsibilities.
  • Proven time management skills, with the ability to work efficiently in a fast-paced environment.
  • Proven prioritization skills, with the ability to focus on high-priority tasks and deadlines.
  • Proficient with internet user-level technology, with the ability to navigate and utilize various software systems.

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.

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