Overview:

Provides customer service to internal and external customers related to their needs for Cash Vault Services.  Participates in supporting high profile customers, ensuring accuracy of customer set-ups and reviewing work of others.

Primary Responsibilities:

• Serve as primary customer service contact for in-bound customer calls and emails related to cash vault services; support less experienced service personnel by handling related escalated customer issues.
• Work closely with more experienced personnel to provide support to high profile Cash Vault customers.
• Ensure accurate customer set-ups and obtain in-depth knowledge for all cash vault services.
• Review and approve work of Customer Service staff, ensuring accuracy of completed activities.
• Participate in department projects as needed
• 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.

Scope of Responsibilities:

Cash Vault Services encompasses direct support of Cash Vault Merchant customers, Cash Vault operations, Cash Vault sales and product management, Bank branch currency needs, Commercial Bank regional customer service, and relationship managers.

Education and Experience Required:

Associate’s degree and a minimum of 1 years’ customer service experience, or in lieu of a degree, a combined minimum of 3 years’ higher education and/or work experience, including a minimum of 1 years’ customer service experience

Extensive personal computer skills 

Excellent verbal and written communication skills

Experience with troubleshooting and solving problems in a fast-paced environment

Detail-oriented

Strong organizational skills

Experience interacting with clients, peers and management in a professional manner

Education and Experience Preferred:

Banking and cash management experience

Strong analytical skills

Strong knowledge of pertinent word processing and spreadsheet software

Excellent knowledge of pertinent Bank systems and email software

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Amherst, New York, United States of America