Market Banker ( Floater)

Specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller while meeting customer service and sales needs. Conducts scheduled and walk-in customer appointments to identify needs and refers complex issues to appropriate team members. Frequently travels to different branches within a designated area to assist staff as needed.

Responsibilities

• Educate customers on Consumer and Business Banking solutions, explaining features and benefits while making recommendations based on identified needs.
• Engage customers through various channels to provide banking solutions, encouraging and supporting digital capabilities in interactions.
• Explain high-level criteria used for loan application decisions.
• Complete servicing-related tasks for Consumer and Business Banking relationships, identifying opportunities to address additional banking needs.
• Follow the Bank’s sales process, delivering simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand Consumer and Business Banking relationships.
• Adhere to customer service standards, delivering a differentiated experience by understanding and addressing customer needs in key moments.
• Actively manage lobby interactions, greeting customers and proactively addressing their banking needs.
• Introduce appropriate banking partners when product solutions are needed.
• Stay current with Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes.
• Identify and escalate suspected fraud cases.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, approve, and assist in resolving customer overdrafts.
• Accurately complete customer transactions and related operational activities, including documenting interactions and appointments.
• Adhere to compliance and operational risk controls in accordance with Company or regulatory standards.
• Promote an inclusive environment that reflects the M&T Bank brand.
• Maintain internal control standards, including implementing audit points and addressing regulatory issues.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Scope of Responsibilities

The role is responsible for delivering exceptional service, resolving customer problems promptly, and driving sales and customer experience within the branch. It involves collaborating with internal teams to address branch-related operational issues efficiently. The position requires empathy, customer-centricity, adaptability, digital fluency, and critical thinking to support the Company’s culture and brand. The jobholder must be flexible in addressing all customer banking needs, including account openings, loan origination, problem resolution, video conferencing, and transaction processing.

Requirements

• High school diploma or equivalent (GED).
• Minimum of 1 year of retail sales, call center, customer service, or telesales experience.
• Ability to travel between branches as needed.
• Strong verbal communication and interpersonal skills.
• Ability to interact effectively with diverse customers (consumer to small business).
• Experience handling difficult customer conversations.
• Well-organized with proven time management and prioritization skills.
• Ability to work under time constraints in a team environment.
• Proficiency with internet and user-level technology.

Preferred Qualifications

• Bilingual skills based on branch needs.
• Proven referral or sales ability.

Physical Requirements

• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift objects weighing 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open, face-to-face environment.

Pay

$22.79 - $37.99 hourly (USD). Compensation will be determined based on the candidate’s knowledge, skills, and experience.