Senior TellerRetail Banking Division
Full Time - Senior Teller Position
37.5 Hours Per Week
Serves as foundation of building customer loyalty in the M&T branch system, completing all activities in a pro-active manner. Plays key role in the Customer Experience (lobby experience, needs identification, Easy Deposit migration, directing to appropriate resource and top five behaviors), Transactions (efficient transactions, profiling customers for sales opportunities, account maintenance and providing service beyond expectations) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) activities, Customer Information Profile (CIP) maintenance and branch operations) to support achievement of branch goals.
Acknowledges customers entering the branch, accurately processes a variety of financial transactions and balances work daily, identifies and refers sales opportunities by uncovering financial needs and presenting all options to customers and following up as needed.
Support Bank guidelines for delivering 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 demeanor and appearance to build customer confidence and trust.
Take ownership of error resolution including resolving customer problems and referring complex issues to supervisor or platform. Follow-up on these issues as required to ensure timely and accurate resolution. Handle situations escalated by a Teller in the same manner.
Process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing, in an accurate 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.
Maintain thorough knowledge of procedures required for ATM (Automated Teller Machine) settlement, Canadian currency, night depository, reserve cash and coin maintenance, negotiable control and review, opening and closing procedures, ordering of cash, and preparation of cash for shipment and receipt of cash shipment. Input information into the Automated Balancing System (ABS) and Currency Transaction Reporting (CTR) system to provide a record of activity.
Ensure compliance with operational, security and control policies/procedures to support preventing fraud and protecting customer assets.
Identify customer needs and present all appropriate options to achieve personal referral goals by proactively identifying referral opportunities utilizing fundamentals of M&T Bank's sales process. Participate in branch sales promotions as requested by management.
Provide guidance and training to new or newly assigned Tellers as necessary.
Ensure proper handling and tracking of qualified Teller referrals.
Serve as Customer Experience or Operations Teller-in-Charge, depending on branch size and complexity. Teller-in-Charge responsibilities serve as customer service referral champion, and within Tier 1 or 2 branches, coordinating branch promotions, ensuring branch and merchandising standards are maintained, serving as workflow coordinator, creating Teller schedules, providing sales and service leadership to Tellers, ensuring consistent execution of all activities and attending operations meetings conducted by Regional Operations. In larger Tiers, the position supports the Teller Manager.
Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings. Lead portions of the meetings as necessary.
Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's 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.
Complete other related duties as assigned.
NATURE AND SCOPE:
The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. The position is a key driver of branch referrals that assist the branch team achieve annual sales goals. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position mentors new or newly-assigned Tellers, or takes lead role in bringing new Tellers on board as part of the branch team. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.
Provides on-the-job coaching and training to new and existing Tellers.
MINIMUM QUALIFICATIONS REQUIRED:
High school diploma or equivalent (GED) and a minimum of 1 year's proven Teller experience, with strength in operations and customer service.
Proven verbal communication and interpersonal skills.
Proven customer relations and referral track record.
Well-organized individual with time management and prioritization skills.
Proficiency with personal computers as well as pertinent word processing and spreadsheet software as well as email.
Ability to use fax, telephone system, copier and other communication tools.
IDEAL QUALIFICATIONS PREFERRED:
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.
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.