Customer Experience Specialist

6 days ago

Newton, United States M&T Bank Full time

Job Summary:

The Customer Experience Specialist will provide exceptional service to branch customers and resolve customer problems in a timely manner. This role is a key driver of sales and the customer experience within the branch.

Key Responsibilities:

  • Provide personalized service to customers, identifying and meeting their banking needs.
  • Engage customers in a variety of ways to bank with M&T Bank, including digital capabilities.
  • Explain the high-level criteria used to decide loan applications.
  • Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships.
  • Follow the Bank's sales process and provide simplified, customer-focused advice and guidance.
  • Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
  • 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.
  • Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs.
  • Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
  • Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities.
  • Identify and escalate cases of suspected fraud.
  • Resolve and accurately log all customer complaints in the appropriate system.
  • Review, approve and help resolve Consumer and Business Banking customer overdrafts.
  • Accurately complete customer transactions.
  • Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
  • 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.
  • Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
  • Complete other related duties as assigned.

Requirements:

  • High school diploma or equivalent (GED) and a minimum of 1 year's proven retail sales, call center, customer service, or telesales experience.
  • Strong verbal communication skills.
  • Strong interpersonal skills.
  • Ability to interact with varying customers (consumer to small business).
  • Ability to effectively handle difficult customer conversations.
  • Well-organized.
  • Proven time management skills.
  • Proven prioritization skills.
  • Ability to work under critical time constraints in a team environment.
  • Proficiency with internet user-level technology.

Preferred Qualifications:

  • Bilingual based on branch needs.
  • Proven referral and/or sales ability.

Physical Requirements:

  • Ability to stand for long periods of time.
  • Prolonged use of hands and fingers.
  • Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs.
  • Ability to read fine print.
  • Ability to interact with customers in an open face-to-face work environment.

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