Customer Representative I (3109) - Catonsville MD

Company: M&T Bank
Location: Catonsville, MD
Posted On: 11/07/2009

Retail Banking Division:  Catonsville WalMart Branch
Basic Function:
Serve as a proactive team member in the M&T Branch system. Customer Representatives are the cornerstone of the branch office and key players in ensuring customers receive excellent service.   Duties may also include performing accurate and timely processing of teller transactions.  The Customer Representative position is a position an entry-level position and can lead to a career in branch sales and branch management.

Responsibilities:
~Provide customers with excellent service, including greeting customer, using their name and building a rapport with customers that generates customer loyalty.
~Process teller transactions with accuracy and efficiency, maintaining a professional manner to build customer confidence and trust. 
~Own customer error resolution and complex service requests, managing customer issues until they are resolved to the customer’s satisfaction.  Convert servicing situations into sales opportunities. 
~Provide sales assistance to walk in clients and deepen sales interaction with customers by utilizing the fundamentals of the sales process, including profiling customers to determine financial needs and recommend appropriate products and services to meet those needs.
~Support branch in achieving its sales and customer retention goals.  Support will include achieving personal sales and referral goals, participating in branch sales promotions and take part in weekly sales meetings. 
~Proactively promote use and acceptance of the delivery service that meets the needs of the customer, including alternative delivery services and ancillary bank services. 
~Ensure compliance with operational, security and audit procedures, preventing fraud and protecting customer assets.
~In order to assist the branch team, additional duties may be assigned as needed.

Basic Qualifications:
~High School Diploma GED.
~Minimum of one (1) or two (2) years in retail sales, call center, customer service, or telesales position.
~Excellent communication and interpersonal skills.
~Interact with customers in an open face-to-face environment.
~PC experience to include working knowledge of office software for word processing,
  spreadsheets, and Email.
~Ability to use fax, telephone system, copier and other communication tools.
~Light to heavy lifting (5lbs to 30 lbs).

Ideal Qualifications:
~Basic financial services product knowledge preferred.
~Experience with Internet preferred.
~Ability to stand for long periods of time, and for prolonged use of hands and fingers.
~Proficient written communication skills in Spanish and English.
~Proficient verbal communication skills in Spanish and English.
~Proficient reading skills in Spanish and English.

Experience

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Additional/Related Occupation Descriptions

• Tellers