Relationship Banker - Wilkens Plaza

Identifies customers' needs through the bank’s retail sales process to provide proactive basic sales solutions through customer outreach for basic customer needs and/or refer complex customer needs to the appropriate team member or partner. 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 (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, follow-up).
• Support Risk Management (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 to clients' banking relationships and transition to needs-based discussions on financial goals.
• Identify financial needs of customers and present all appropriate product and service options by collaborating with internal business partners.
• Proactively reach out to clients via email or phone to follow up and educate on value-added products/services addressing client needs.
• Onboard new customers through outreach, regardless of the channel used to open the account.
• Establish trust with existing clients through regular proactive outreach.
• Schedule and hold preset appointments weekly, preparing adequately for each customer meeting (pre-call plan).
• Perform customer servicing interactions.
• Adhere to applicable compliance and 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.

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 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.