Relationship Banker I
M&T Bank    |    Philadelphia, PA    |    8/24/2014
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JOB DESCRIPTION

Job Posting:  Jun 4, 2014, 3:45:46 PM
Unposting Date:  Ongoing
 Retail Banking Division
Relationship Banker I
37.5 Hours Per Week
Castor Branch
Philadelphia, PA
 
BASIC FUNCTION
Serve as a proactive team member in the M&T Branch system.  Relationship Banker I’s are critical to building customer loyalty through the “M&T Way”.
The “M&T Way” is defined as:
-Create a memorable customer experience that will make customers want to come back and do business with YOU!
-Do not leave things to chance.
-Be the BEST!
Relationship Banker I duties also include:
Serving as a conduit between the Teller line and the Platform, ensuring consistent “Customer Driven Lobby Management” is maintained, optimizing both the customer experience and lobby sales/referrals. 
Performing accurate and timely processing of teller transactions, resolving service issues, assisting customers with accounts (including account opening), profiling customers to identify financial needs (including the referring of Investments to the Platform as opportunities are identified), and managing a small customer/retention portfolio.
Adhering to the requirements of federal registration under the SAFE Act
The Relationship Banker I position is a first-level sales position and can lead to a career in branch sales and branch management.
Relationship Banker I’s will receive ongoing training, coaching, and development that can help them achieve their career goals in the retail branch.
 
ESSENTIAL POSITION RESPONSIBILITIES
 
CUSTOMER EXPERIENCE
Support the bank’s guidelines for delivering the “M&T Way” customer experience which includes: memorable customer service, proactively greeting customers by saying “Welcome to M&T Bank! – What brings you in today?,” smiling, using their name and ending each interaction (both in person or phone) by saying “Thank you for banking with M&T, is there anything else I can do for you today (customer name)?” Maintain a professional manner to build customer confidence and trust.
Take ownership of account servicing and error resolution, including resolving routine customer problems and referring more complex issues to the next level supervisor or platform.  Follow-up with issues as required, and convert servicing situations in sales/referral opportunities.
 
RELATIONSHIP BANKING
Achieve personal referral goals by proactively identifying referral opportunities utilizing the fundamentals of the “M&T Way” sales process.  Identify needs and present all appropriate options. 
Proactively bundle products and services as appropriate.
Referral goals include (but are not limited to): basic consumer deposit and loan accounts, as well as investments.
Support branch in achieving its sales and customer retention goals.  Support will include achieving personal sales and referral goals, by leveraging “lobby sales” as well as participating in branch sales promotions and reaching out to customers in assigned “retention portfolio”.
 
OPERATIONAL EXCELLENCE
Accurately and efficiently process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing.
Verify endorsements, place holds and disburse cash.  Issue receipts for transactions processed and balance daily work.  Adhere to all procedures stated in the Teller Difference policy and follow up with current gain/loss ticket documentation.
Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
 
EMPLOYEE ENGAGEMENT
Positively demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings.
In order to assist the branch team, additional may duties be assigned as needed.
 
NATURE AND SCOPE
Relationship Banker 1’s…
Will maintain fundamental knowledge of the branch customer lobby, teller transaction volumes (including trends) ensure that “Customer Driven Lobby Management” behaviors are kept consistent.
Will typically spend their time assisting the teller team with customer transactions, and the rest of their time greeting customers, servicing and opening accounts, including sales, referral, and customer retention/portfolio activities.  The percentage of time spent in each work area will be based on branch size, complexity, and need.
Are key drivers to assist the branch team achieve annual sales goals.
Are responsible for interacting with appropriate areas of the bank to ensure customer needs and service issues are resolved timely and accurately.  Relationship Banker I’s are responsible for taking “full ownership” of customer issues until they are completely resolved.
Are responsible for establishing and maintaining federal registration requirements outlined in the SAFE Act.
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.
 
MINIMUM QUALIFICATIONS
High school diploma or equivalent (GED).
Excellent communication and interpersonal skills.
Proven ability to demonstrate exceptional customer service
Minimum of one year in retail sales, call center, customer service, or telesales position.
Well organized individual with time management and prioritization skills.
Basic financial services product knowledge preferred.
Successful completion of the RB 1 preparatory curriculum (5 day Platform, Referral Basics, the Customer Experience, and Customer Driven Lobby Management)
PC experience to include working knowledge of office software for word processing, spreadsheets, and Email.  Experience with Internet preferred.
Ability to use fax, telephone system, copier and other communication tools.
Physical Requirements – Will include standing for long periods of time, prolonged use of your hands and fingers, light to heavy lifting (5lbs to 30 lbs) and being able to read fine print.
You will be required to interact with customers in an open face to face work environment.
On an as needed basis, may be responsible for overall branch operation in the Branch Manager’s absence.
 
IDEAL QUALIFICATIONS
Bi-lingual/Spanish preferred
 
About M&T
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.



"M&T Bank Corporation is an Equal Opportunity/Affirmative Action Employer for Minorities/Females/Individuals with Disabilities/Veteran Status”
JOB REQUIREMENTS

 
JOB SNAPSHOT

Employment Type: Full-Time
Base Pay: N/A
Other Pay: N/A
Industry: Banking - Financial Services
Education: High School
Experience: Not Specified
Manages Others: Not Specified
Relocation: Not Specified
Required Travel: Not Specified
Job ID: 3CUU3
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COMPANY OVERVIEW
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To become a visibly successful organization admired for high quality innovative financial products offered by diverse, team-oriented, dedicated, and well-respected employees. Our customers will actively seek us out as their preferred partner in achieving their financial goals. In essence, we will become "all the bank" our customers will ever need.

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