Relationship Banker

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.

• Play key role in Relationship Management: customer assessments, profiling for sales opportunities, account opening, and lead-focused outbound calling.
• Conduct Sales Process: profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up.
• Manage Risk: audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP).
• Complete basic research on customer profiles to assess potential ways to add value to clients’ banking relationships and transition discussions based on financial goals.
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with internal business partners.
• Proactively reach out to clients via e-mail or phone to follow up and educate on value-added products/services.
• Onboard new customers through outreach regardless of available channel.
• Establish trust with existing clients through proactive outreach regularly.
• Schedule preset appointments for the following week and hold appointments each week.
• Adequately prepare for scheduled appointments before customer meetings using pre-call plan.
• Perform customer servicing interactions.
• Adhere to applicable compliance/operational risk controls per company or regulatory standards.
• 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 regulator issues.
• Complete other related duties as assigned.

• 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 a 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.

• High school diploma or equivalent (GED) and at least 2 years proven retail sales, call center, customer service and/or telesales experience.
• OR high school diploma or equivalent (GED) and at least 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.

• Associate’s degree.
• Notary public license.
• Bilingual based on branch needs.

• 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 30 lbs.
• 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.

The pay range for this position is $23.84 - $39.74 Hourly (USD).

Saugus, Massachusetts, United States of America

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug‑free workplace.

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