Pipeline Teller

• Provide exceptional service to branch customers and resolve routine customer problems in a timely manner
• Understand customer needs and deliver appropriate solutions
• Educate customers through shoulder-to-shoulder digital demonstrations and identify self-service opportunities
• Manage the lobby by meeting and greeting customers and addressing immediate needs
• Balance and process customer transactions accurately and efficiently following Bank Policy
• Resolve escalated account service issues and accurately log customer complaints
• Transition identified sales opportunities to appropriate banking partners
• Complete branch operational activities, including cash ordering, vault, ATM, and wire transfer activities
• Process customer and account maintenance accurately
• Complete Consumer AML/BSA/KYC-related activities
• Adhere to compliance and operational risk controls
• Maintain internal control standards and implement audit and regulatory action points
• Promote an environment supporting belonging and reflecting the M&T Bank brand
• Stay current on operational changes and help reduce preventable losses and fraudulent activity

• High school diploma or equivalent (GED)
• Minimum of 6 months customer service experience, including data entry and/or cash handling experience
• Proven verbal communication skills
• Proven interpersonal skills
• Proven ability to demonstrate exceptional customer service
• Well-organized
• Proven time management skills
• Proven prioritization skills
• Proficient with internet user-level technology
• 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

Demonstrates exceptional customer service skills while effectively managing customer transactions and resolving issues. Proficient in compliance activities and operational processes within a banking environment.

• Customer Service Experience
• Data Entry Skills
• Cash Handling Experience
• Verbal Communication Skills
• Interpersonal Skills

• Transaction Processing
• Account Maintenance
• AML/BSA/KYC Activities
• Operational Risk Controls
• Audit Implementation

• Time Management
• Organizational Skills
• Prioritization Skills

• Bank Policy
• Customer Complaints
• Self-Service Opportunities
• Fraud Prevention
• Lobby Management

• Internet User-Level Technology