Relationship Banker II
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POST DATE 9/3/2016
END DATE 12/17/2016
M & T Bank
JOB DESCRIPTIONRetail Banking Division
FULL TIME - Relationship Banker II
37.5 Hours Per Week
Empire Creek Branch
Webster, New York
Serves as a foundation of building customer loyalty and growing and retaining customer relationships in the M&T branch system. Plays key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)). Profiles customers to identify financial needs across all product and service lines, resolves service issues, and as required, completes accurate and timely processing of teller transactions.
Develop new customer relationships and expand and retain existing relationships by proactively identifying opportunities leveraging the portfolio management process and utilizing the fundamentals of the Bank's sales process to achieve personal sales and/or referral goals. Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners. Build new customer relationships through frequent interactions with customers during the first 90 days of the relationship. Proactively contact customers in assigned customer portfolio, as well as participate in branch sales promotions to support these efforts.
Support Banks guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether 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 customer problems and referring more complex issues to the supervisor. Follow-up on these issues as required to ensure timely and accurate resolution and convert servicing situations to sales/referral opportunities.
Meet with customers entering the branch to assess and identify customers immediate and long-term financial needs, present all appropriate options and complete the sale and/or referral of products and services as appropriate. Support branch in achieving its customer retention, acquisition and growth goals including Insurance revenue if appropriate,
Follow consumer/business banking guidelines for accuracy and proper new account handling and exception processing.
Process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing in a timely and efficient manner.
Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions and according to policy. Issue receipts to customers for transactions processed to provide a record of activity. Balance daily work, adhering to all procedures stated in the Employee Difference policy. Approve check endorsements as required by branch.
Maintain thorough knowledge of all procedures affecting branch activities to complete appropriate action as required by circumstance.
Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings.
Coach branch team on quality referral generation (based on Insurance designation) to support sales activities.
On a limited basis, may be responsible for overall branch operation in the Branch Managers absence.
Understand and adhere to the Companys risk and regulatory standards, policies and controls in accordance with the Companys Risk Appetite. Identify risk-related issues needing escalation to management.
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.
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.
NATURE AND SCOPE:
While the position spends some time servicing existing customers, the focus of this position is to serve as key driver to grow the business through proactive identification of sales opportunities and portfolio management with customers to support achievement of annual branch sales goals. Depending on the needs of the specific branch, the position may assist the Teller team with customer transactions. The percentage of time spent in each work area is based on branch size, complexity, and need. The position interacts with appropriate areas of the Bank to ensure customer needs and service issues are resolved timely, accurately and completely.
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. Once licensed, the position must maintain Insurance licensing minimum expectations as outlined in the MTS Licensed Banker Academy document.
Depending on the assigned branch, the position may provide guidance and training to less experienced personnel.
MINIMUM QUALIFICATIONS REQUIRED:
High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service and/or telesales 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.
Proficiency with personal computers as well as pertinent word processing and spreadsheet software as well as email.
Ability to communicate with tact and diplomacy with internal and external customers.
Pertinent state Life/Accident and Health Insurance licensing required within 12 months of entry into position.
IDEAL QUALIFICATIONS PREFERRED:
Notary public license.
Licensed Life/Health Insurance Agent.
Bi-Lingual based on branch needs.
Experience with Internet.
Ability to stand for long periods of time.
Prolonged use of hands and fingers.
Ability to lift light to heavy 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.
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. M&T Bank Corporation does not sponsor individuals for the purpose of obtaining H-1 Visas. M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.