Relationship Banker

Specializes in branch customer experience through lobby management, servicing, and sales interactions for retail and business customers.

Responsibilities

• Play a key role in Relationship Management, including customer assessments, profiling for sales opportunities, account opening, and lead-focused outbound calling.
• Engage in the Sales Process: profile/pre-call planning, outreach, appointment preparation, interaction/appointment, and follow-up.
• Support Risk Management through audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Profile (CIP).
• Complete basic research on customer profiles to assess potential ways to add value and transition discussions to financial goals.
• Identify financial needs of customers and present appropriate product and service options in cooperation with internal business partners.
• Proactively reach out to clients via email or phone to follow up and educate on value-added products/services.
• Onboard new customers through outreach, regardless of the channel used for account opening.
• Establish trust with existing clients through regular proactive outreach.
• Schedule and hold preset appointments weekly, preparing adequately for each customer meeting with a pre-call plan.
• Perform customer servicing interactions.
• Adhere to applicable compliance/operational risk controls in accordance with company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points and issues raised by regulators.
• Complete other related duties as assigned.

The position is the focal point in the branch for sales, service, and referral opportunities in support of overall branch goals. It drives customer flow in the branch and services existing customers while identifying sales opportunities. The role requires staying current on operational, product, and system changes/enhancements and demonstrating sound risk management decisions to assist in managing preventable losses and reducing fraudulent activity.

Requirements

• High school diploma or equivalent (GED) and a minimum of 2 years of proven retail sales, call center, customer service, and/or telesales experience OR a high school diploma or equivalent (GED) and a minimum of 1 year of proven proactive sales experience.
• Strong verbal communication and interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Well-organized with strong time management and prioritization skills.
• Demonstrated financial services product knowledge.
• Ability to communicate with tact and diplomacy with internal and external customers.
• Proficient with internet user-level technology.

Preferred Qualifications

• Associate’s degree.
• Notary public license.
• Bilingual skills 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 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.
• Ability to use fax, telephone system, copier, and other communication tools.

Pay

$22.61 - $37.67 hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.