Universal Banker- 7th Street Branch/ Frederick MD

About the Role

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 customer appointments (scheduled or walk-in) to identify needs and refers complex issues to appropriate team members or partners.

Responsibilities

• Educate customers on Consumer and Business Banking solutions, explaining features and benefits, and making recommendations based on their needs.
• Engage customers to promote banking solutions and digital capabilities, encouraging adoption of digital tools.
• Explain high-level loan application decision criteria.
• Handle servicing-related tasks for Consumer and Business Banking relationships, identifying opportunities to address additional banking needs.
• Follow the Bank’s sales process, providing simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards, delivering solutions in critical moments to create a differentiated experience.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce appropriate banking partners when product solutions are needed.
• Stay current with AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities.
• Identify and escalate suspected fraud cases.
• Resolve and log customer complaints accurately in the appropriate system.
• Review, approve, and assist with resolving customer overdrafts.
• Accurately complete customer transactions and related operational activities, documenting interactions and appointments.
• Adhere to compliance and operational risk controls per Company or regulatory standards.
• Promote an inclusive environment that reflects the M&T Bank brand.
• Maintain internal control standards, including addressing audit points and 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 resolve operational issues efficiently. Key traits include empathy, customer-centricity, adaptability, digital fluency, and critical thinking to support the Company’s culture and brand. The role requires flexibility to address diverse customer 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.
• Strong verbal communication and interpersonal skills.
• Ability to interact 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

$21.68 - $36.13 hourly (USD). Compensation will be determined based on the candidate’s knowledge, skills, and experience.

Location

Frederick, Maryland, United States of America