Teller, Customer Service​/HelpDesk

Overview

Specializes in our branch customer experience through digital engagement, lobby management, transactional processing, and retail servicing interactions. Processes a variety of financial transactions accurately and efficiently.

• 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.
• Educate customers through shoulder‑to‑shoulder digital demonstrations; identify self‑service opportunities that meet their needs.
• Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address their immediate needs.
• 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 opportunities and provide introductions to appropriate banking partners.
• 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, BSA, and KYC related activities.
• Adhere to applicable compliance/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 any issues raised by external regulators.
• Complete other related duties as assigned.

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

Not Applicable

• High school diploma or equivalent (GED) and minimum 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

Bilingual based on branch needs.

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heavy objects weighing 5 lbs – 30 lbs.
• Ability to read fine print
• Ability to interact with customers in an open face‑to‑face work environment

M&T Bank is committed to fair, competitive, and market‑informed pay for our employees. The pay range for this position is $18.00 - $26.21 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Rochester, New York, United States of America