Overview: Performs the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. Specializes in our branch customer experience through lobby management, transactions, and servicing for retail and business customers.
Perform operational duties for the assigned branch, to include:
Function as the Vault Custodian
Complete branch currency ordering, and maintain negotiable inventory.
Function as the ATM Custodian, to include balancing
Perform sporadic cash counts for ATM and Service Associates
Coordinate truncated work
Maintain appropriate audit logs for the branch.
Maintain forms / files in branch send documents monthly to analysts for testing
Perform over-rides and approvals for the Service Associate role.
Ensure adherence to and education of all policies and procedures
Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets.
Perform servicing and transaction duties.
Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
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
Scope of Responsibilities: The position is responsible for interacting with appropriate areas of the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. The position serves as the primary focal point for daily operational activities. 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 reduce fraudulent activity.
Education and Experience Required: High School Diploma or equivalent (GED) and a minimum of 1 years proven retail branch experience or proven customer service operations management experience.
Proven ability to demonstrate exceptional customer service Strong organizational, time management and prioritization skills Ability to interact with varying customers (consumer to small business) and to effectively handle difficult customer conversations.
Education and Experience Preferred: Associate's Degree Notary public license Bilingual based on branch needs Fundamental understanding of branch profitability
Physical Requirements: Ability to stand for long periods of time Prolonged use of hands and fingers Ability to lift light to heavy objects weighing 5lbs to 30lbs Ability to read fine print Ability to interact with customers in an open face-to-face work environment