Overview:

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

Primary Responsibilities:

• Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)).
• Complete basic research on customer profiles in order to assess potential ways to add value to clients banking relationship and transition to needs to based discussion on financial goals
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
• Proactively reach out to clients to via e-mail or phone to follow up and educate on value added products/services to address needs of clients
• Onboard new customers through customer outreach (regardless of available channel, and individual who opened account)
• Establish trust with existing clients through proactive outreach regularly
• Schedule preset appointments for the following week and hold appointments each week
• Adequately prepares for scheduled appointment before customer meeting (prepare for sales interactions with 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 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.
• Complete other related duties as assigned.

Scope of Responsibilities:

The position is the focal point in the branch for sales, service and/or referral opportunities in support of overall branch goals and activity requirements. 

The position is key driver of customer flow in the branch to support these activities. 

The position services existing customers and grows the business through identifying sales opportunities with customers. 

The position must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.

Education and Experience Required:

High school diploma or equivalent (GED) and a minimum of 2 years 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 proven proactive sales experience.

Strong verbal communication and interpersonal skills

Proven ability to demonstrate exceptional customer service

Well-organized individual 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

Ability to fluently communicate both verbally and in writing with bank customers in both English and Spanish.  Will also consider French or Haitian Creole

Proficiency to be determined via an online assessment.

Education and Experience Preferred:

Associates degree

Notary public license

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 heave objects weighing 5 lbs. to 30lbs

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

Location

Overview:

Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers.  Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch.  Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

Primary Responsibilities:

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. 

Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Explain the high-level criteria used to decision loan applications.

Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.

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 partner 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.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner.  The position is a key driver of sales and the customer experience within the branch.  The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.  It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.  In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

High school diploma or equivalent (GED) and a minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience

Ability to fluently communicate both verbally and in writing with bank customers in both English and Spanish. Proficiency to be determined via an online assessment.

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

Education and Experience Preferred:

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

Location

Overview:

As a Design Lead on the Design Capability team within the Customer Experience Organization, you will be part a dedicated team of designers, strategists and leaders who are building a community of practice for design to support an enterprise-wide initiative to deepen customer centricity throughout the bank. You will lead and organize efforts that support the execution of its strategy, foster the development and adoption of design practices, implement innovative offerings that support customer-centric mindsets and practices. 

We are looking for creative problem solvers who are experienced change leaders within organizations. Flexibility, adaptability and a learners mindset are critical to your ability to excel and deliver value.  We also are looking for teammates ready to collaborate with business leaders across the Enterprise with the ability to connect dots will accelerate our ability to reach employees across the company.

Primary Responsibilities:

• Program Strategy Development: Participate in and contribute to quarterly routines where team aligns on outcomes and develops a shared roadmap for execution

• Design & Development of Offerings: Create or iterate on offerings prioritized through the strategy development process, using an agile, design-thinking approach

• End User Experience Design: Design and facilitate overarching experiences for key stakeholder groups within the customer experience community at M&T that help them learn, develop, and plug in to what we have to offer

• Iterative Improvement & User Feedback: Conduct end user interviews and devise other means to measure desirability, viability and feasibility of new offerings or iterative improvements to existing offerings

• Vendor Relationship Management:  Manage relationship with vendors to support increased adoption of vendor offerings within M&T, introduce new offering features to the community and otherwise maximize the value of third-party applications used to support design, process improvement and other customer experience practices.  In the case of new vendor exploration, partner with procurement team to lead vendor selection process.

• Subject Matter Contributor: Serve as a subject matter expert in one or more design craft areas (e.g. service design, user research, product design, process design) so that others can develop offerings that will promote craft best practices

• Experience Facilitator: In certain situations, facilitate workshops or training sessions with members of the M&T community related to customer experience, design or other related topics.

• Dot Connector & Integrator: Collaborate with other teams focused on building capabilities, leading change or activating the organization in new ways.  Identify points of connection across teams and find creative ways to integrate and synthesize offerings across teams.

Education and Experience Required:

• Bachelor's degree and a minimum of 5 years’ experience in design operations, design strategy, organizational design or psychology, program/project management, or similar

• In lieu of a degree, combined minimum of 9 years education and/or relevant work experience

• Experience in the creation, roll-out, and change management of team-wide programs and processes

• Strong analytical, problem solving, and critical thinking skills with a process-oriented mindset

• Strong attention to detail and organization skills, with the ability to manage many cross-functional initiatives at the same time, within a matrixed organization

• Prioritize well, know when to focus on current state diagnosis, capability building, partnerships with executive staff and HR leadership team

• Foresight to anticipate complex, cross-functional problems, and ability to identify critical elements, variables, and alternatives to develop solutions

• Sees obstacles as an opportunity to solve problems, rather than as issues without a solution

• Team player who is comfortable navigating ambiguity within a self-directed culture

• Flexible mindset and responsive to a changing environment

• A partner who can build effective relationships with people outside of our department, like HR and other communications teams

• Strong familiarity with remote and in-person collaboration tools such as Miro and Webex

Preferred Skills/Experience:

• Knowledge of adult learning theory

• Experience with change theory and change management discipline

• Experience with instructional design

• Previously held roles as a User Experience Designer, Service Designer, Product Designer, or similar

• Experience working with and managing external vendor relationships

• Experience using design and prototyping tools such as Adobe, Sketch, InVision, Figma or other similar tools used widely in the design community

• Understanding of design practices and methodologies

• Familiarity with design systems

Work Arrangement:

• As the Experience Team for a community bank, we believe that our “office” may be anywhere our customers and employees live, work and play.  So while our team members may not be required to come into an office on a set schedule, we are expected to engage in purposeful, in-person collaboration and to be active participants in the M&T community and the communities we serve.  This may require quarterly to monthly travel within the M&T Bank footprint.

• This will be a hybrid position (part in-office/part remote) that includes time spent working in-office at an M&T Bank office location, preferably in the Buffalo, NY, New York, NY, Boston, MA, Bridgeport, CT, Baltimore, MD, or Wilmington, DE areas.  Depending upon the location of the final candidate and the needs of the team the position might be hybrid or possibly remote within the M&T Bank footprint (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA or DC), with travel required as referenced above.

Location

Overview:

Manages all activities of a branch. Responsible for the overall success of the branch operating model, including customer and employee experience, digital engagement, transactions/operations, servicing, and sales. Has personal production responsibility.

Primary Responsibilities:

• Responsible for overall profitability by directing sales and business development, meeting operational objectives and ensuring the branch achieves its annual goals.
• Leads team through coaching, performance management, and setting priority. Builds and develops branch staff.
• Identifies Retail and Business Banking customer needs through the M&T sales processes, using the tools and resources to assist customers with short and long term solutions.
• Proactively prospects and grows Business Banking relationships through outreach. Builds the bank’s presence in the community
• Conducts interviews and selects employees based on staffing model.
• Actively models and coaches customer service and needs determination behaviors. Reinforces and maintains accountability for execution of Retail strategy.
• Ensures operational and requirements are maintained, to include consumer and business banking guidelines. Ensures compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
• Takes ownership of complex account servicing and error resolution issues, including those escalated by other Bankers. Provide coaching and guidance to improve and reduce future problem resolution/escalations.
• Engages with all team members and business partners as appropriate.
• Independently processes all Business Banking loan requests up to $100,000. Proactively bundle products and services as appropriate.
• Adheres to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promotes an environment that supports diversity and reflects the M&T Bank brand.
• Maintains M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Completes other related duties as assigned.
• Exercises usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations.

Scope of Responsibilities:

This position reports to a Retail Regional Manager and leads the branch team to achieve annual sales and profitability goals, and has a sound working knowledge of the overall operations of the branch.

Branch Managers have the responsibility to establish and maintain federal registration requirements outlined in the SAFE Act.

Branch Managers must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions. In addition, Insurance licensing minimum expectations must be maintained as outlined in MTS Licensed Banker Academy document. Business Banking Specialist minimum expectations will be set by both the Branch and Retail Regional Manager.

Branch Managers will typically spend some of their time servicing existing customers, and the majority of the time growing the business through proactive sales and outside calling activities.

Branch Managers are responsible for building productive partnerships with appropriate areas of the bank to ensure customer needs, service issues, and employee issues are resolved timely and accurately. Branch Managers are responsible for taking full ownership of customer issues until they are completely resolved.

Supervisory/ Managerial Responsibilities:

Branch Managers generally have direct reporting responsibility for branch staff.

Education and Experience Required:

Bachelor’s degree,

OR, in lieu of degree,

Four (4) years’ relevant experience. Minimum three years sales experience

Minimum two years’ managerial experience or proven leadership abilities.

At Market Manager discretion/branch need, Life/Accident and Health Insurance licensing required within 18 months of entry into position.  Note: branch provides training for licensing within 6 months.

M&T Business Banking Specialist within 18 months of hire.

Demonstrated strong knowledge of Business Banking products, services and client relationship management.

M&T Way Certified

Precision Leadership Certified Bi-lingual/Spanish preferred

Work with common PC software, including knowledge of Microsoft Office software for word processing and spreadsheets.

Experience with Internet and email preferred.

Education and Experience Preferred:

Demonstrated sales/business development experience and success. Has fundamental understanding of profitability.

Excellent communication and interpersonal skills.

Proven ability to demonstrate and coach exceptional customer service.

Ability to communicate and function professionally with all levels of personnel and business partners across the organization.

Strong financial services product knowledge preferred.

Strong organization, time management, and prioritization skills.

Location

Overview:

As a Float Teller, you will specialize in our branch customer experience through digital engagement, lobby management, transactional processing and retail servicing interactions.  Processes a variety of financial transactions in an accurate and efficient manner. Float tellers will frequently travel to different branches within a designated area to assist branch staff as needed.

Primary Responsibilities:

Adhere to the established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.

Educate our customers through shoulder-to-shoulder digital demonstrations; 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; complete and accurately log all customer complaints in the appropriate system.
 

Transition identified sales opportunity and provide introduction to appropriate banking partner.
 

Complete branch-related operational activities as appropriate (e.g 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.

Complete other related duties as assigned.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner.  It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.  The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

High school diploma or equivalent (GED) and minimum of 6 months customer service experience, including data entry and/or cash handling experience

Ability to easily travel between branches on an as needed basis
Proven verbal communication skills

Proven interpersonal skills
Proven ability to demonstrated exceptional customer service
Well-organized

Proven time management skills

Proven prioritization skills
Proficient with internet user-level technology

Education and Experience Preferred:

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 – 30 lbs.
Ability to read fine print
Ability to interact with customers in an open face to face work environment

Location

Overview:

Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers.  Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch.  Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

Primary Responsibilities:

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. 

Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Explain the high-level criteria used to decision loan applications.

Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.

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 partner 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.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner.  The position is a key driver of sales and the customer experience within the branch.  The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.  It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.  In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

High school diploma or equivalent (GED) and a minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience

Ability to fluently communicate both verbally and in writing with bank customers in both English and Spanish. Proficiency to be determined via an online assessment.

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

Education and Experience Preferred:

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

Location

Who We Are: Enterprise Transformation Delivery

Engaged in the bank’s most critical & strategic initiatives, leveraging modern delivery approaches

• A results-oriented team of 30+ diverse professionals, we provide execution certainty through strong project delivery, business acumen, and change management capabilities. 

• We engage in strategic, enterprise level, high priority, cross-divisional initiatives by partnering with leaders to understand the problem, sharpen ownership and focus to deliver for the entire bank. 

• Differentiated by our ability to understand the details and complexities with an eye for alignment to enterprise priorities and outcomes, we synthesize, communicate, and collaborate across business lines, support functions, and senior leadership.

• Our methodology incorporates solving the problem across people, process, technology, and data domains to drive transformational change.

Overview:

Independently leads multi-disciplinary teams through large-scale transformational change initiatives, or strategically important short-term engagements for senior management, that deliver business outcomes. Has in-depth experience in Transformation Delivery including Program/Project Management, Scope Definition, Process Re-engineering, Workshop Facilitation, Organizational Change Management, Performance Measurement, and Customer Experience.  This function serves as independent 3rd party advising and supporting internal stakeholders on transformation delivery and execution. 

Primary Responsibilities:

• Independently lead multi-disciplinary teams through large-scale transformational change initiatives, or strategically important short-term engagements, that deliver business outcomes

• Demonstrate in-depth experience in Transformation Delivery including Program/Project Management, Scope Definition, Process Re-engineering, Workshop Facilitation, Organizational Change Management, Performance Measurement, and Customer Experience.

• Responsible for driving teams in the implementation of numerous governance frameworks aimed at achieving alignment across the bank and its strategy.

• Provide transparency to senior leadership of progress of initiatives.

• Develop and tailor communications content and artifacts used across various levels in the organization on complex business initiatives with high attention to detail and quality.

• Provide execution certainty by setting pace and driving accountability working alongside senior leaders to drive decisions

• Build relationships and participate in engagement management with key stakeholders and encourage collaboration to support an environment of information sharing to effectively deliver outcomes

• Ensure follow up on all critical items and drive accountability through documentation.

• Learn and support understanding of the organization by building credibility with teams, leveraging business acumen and curiosity.

• Proactively leverage multiple Transformation Delivery Tools to ensure all action items, risks, decisions, and issues are identified, captured and escalated. 

• Develop and rely upon relationships to support understanding of the organization to stay connected to changes going on in the bank.

• Leverage deep institutional and banking knowledge of M&T's people, business processes/workflows, products, and technologies and leverages them to shape strategy and deliver desired outcomes.

• Participate in working groups and seeks diverse views to develop strategic recommendations and encourage innovation.

• Champion new transformation delivery tools and techniques and use them to support innovation, development and facilitate discussion.

• Encourage a culture of how to challenge status quo by consistently pushing for innovation and improvement and recommends solutions for adoption across the organization.

• Apply resourcing approaches and support prioritization efforts to ensure the best resources are allocated effectively.

• Support business in defining outcomes and key measures of success for transformation initiatives.

• Mentor and coach other Enterprise Transformation Delivery team members and others within their team to take ownership of their development.

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Identify risk-related issues needing escalation to management.

• 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.

• Complete other related duties as assigned.

Supervisory/Managerial Responsibilities:

This position does not directly manage a team.

Education and Experience Required:

• Bachelor’s degree and a minimum of 5 years’ work experience, OR

• In lieu of a degree, a combined minimum of 7 years’ higher education and/or work experience, including a minimum of 5 years’ work experience

Education and Experience Preferred:

• Minimum of 4 years’ project, program or portfolio management experience, specifically with large-scale transformation projects

• Prior experience leading organizational change

• Strong verbal and written communication skills

• Detail-oriented

• Proven intellectual curiosity

• Proven leadership skills

• Demonstrated cognitive bandwidth

• Relevant financial services industry experience

• Bachelor's degree from an accredited college/university; MBA or MS preferred.

• PMP, Agile, SAFe, Certified BA and/or ScrumMaster Certification

• Prior management consulting or comparable client service experience

Working Model/Location:
This is a hybrid position based out of our downtown Buffalo office. For applicants residing outside of the Buffalo market, remote options may be considered within the M&T Bank footprint which includes, but is not limited to:

• Baltimore, MD/Washington, D.C.

• Bridgeport, CT

• New York, NY

• Philadelphia, PA

• Wilmington, DE

Anticipated Travel Requirements:
Employees in this position should be prepared to travel at least once per quarter. Travel may occur more often than this and is based upon the needs of the business and projects assigned. Employees residing outside of the Buffalo market are anticipated to travel more often than those already located here.

Location

Overview:

Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers.  Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch.  Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

Primary Responsibilities:

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. 

Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Explain the high-level criteria used to decision loan applications.

Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.

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 partner 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.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner.  The position is a key driver of sales and the customer experience within the branch.  The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.  It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.  In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

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

Education and Experience Preferred:

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

Location

Overview:

Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers.  Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch.  Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner.

Primary Responsibilities:

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. 

Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.

Explain the high-level criteria used to decision loan applications.

Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.

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 partner 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.

Scope of Responsibilities:

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner.  The position is a key driver of sales and the customer experience within the branch.  The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.  It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.  In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

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

Education and Experience Preferred:

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

Location