Senior Service Associate - Float

Employment Type

: Full-Time


: Miscellaneous

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 channels
* Fluently use needs assessment to facilitate reactive account
* 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 solution
* Open new Demand Deposit/Time Deposit/IRA accounts and explain the
features, benefits and disclosures associated with each
* Explain at a high-level criteria used to decision loan
* Transition service/sales consultation to account opening process
* Field inbound customer inquiries and provide solution-based
* Complete Business Banking Customer Refresh Activities
* Complete business account servicing request for research,
disputes, loan payments, loan advances, collateral releases, wire
transfers, official check request, statement request and credit
* Assist and stay current with the Business Banking AML/KYC/BSA
* Review, approve and help resolve customer Business Banking
Customer overdrafts
* Introduce business Banking Partner when servicing need represents
and opportunity for a product solution
* Assist 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 skills
Ability 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
Proficient 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
Pittston, Pennsylvania, United States of America

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