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Senior Service Associate

Company: M&T Bank
Location: Rochester
Posted on: February 16, 2020

Job Description:

Overview:Specializes in our branch customer experience through lobby management, transactions, and servicing interactions for retail and business customers. Identifies walk-in customers' needs through the Bank's retail sales process to provide basic sales solutions for basic customer needs and/or refer complex customer needs to the appropriate team member/partner.Primary Responsibilities:Educate customers on current bank processes, solutions, deposits and other convenience services/available channelsFluently use needs assessment to facilitate reactive account opening.Explain features and benefits of solutions (e.g. credit cards, overdraft line of credit, installment loans) and have basic knowledge of when it is an appropriate solutionOpen new Demand Deposit/Time Deposit/IRA accounts and explain the features, benefits and disclosures associated with eachExplain at a high-level criteria used to decision loan applicationsTransition service/sales consultation to account opening processField inbound customer inquiries and provide solution-based recommendationsComplete Business Banking Customer Refresh ActivitiesComplete business account servicing request for research, disputes, loan payments, loan advances, collateral releases, wire transfers, official check request, statement request and credit inquiresAssist and stay current with the Business Banking AML/KYC/BSA processReview, approve and help resolve customer Business Banking Customer overdraftsIntroduce business Banking Partner when servicing need represents and opportunity for a product solutionAssist business customers with deposit and loan servicing needs. Build a rapport with new clients.Perform retail transactions.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 customer problems in a timely manner. The position is a key driver of branch referrals that assist the branch team achieve annual sales goals. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.Education and Experience Required:High school diploma or equivalent (GED) and a minimum of 1 year proven retail sales, call center, customer service, or telesales experience.Strong verbal communication and interpersonal skillsAbility to interact with varying customers (consumer to small business) and to effectively handle difficult customer conversations.Well-organized individual with time management and prioritization skills, with ability to work under critical time constraints in a team environment.Proficient with internet user-level technologyEducation and Experience Preferred:Bilingual based on branch needsProven referral and/or sales abilityPhysical Requirements:Ability to stand for long periods of timeProlonged use of hands and fingersAbility to lift light to heavy objects weighting 5 lbs. to 30 lbs.Ability to read fine printAbility to interact with customers in an open face-to-face work environment

Keywords: M&T Bank, Rochester , Senior Service Associate, Other , Rochester, New York

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