Universal Banker

About the role

The role specializes in enhancing the customer experience at our branch through sales, service, and digital engagement of Consumer and Business Banking customers. This includes supporting daily operations, handling customer appointments, and engaging customers to meet their banking needs.

Responsibilities

• Educate customers on our banking solutions and make recommendations based on their needs.
• Engage customers through various channels to encourage the use of digital banking tools and services.
• Explain the criteria used to evaluate loan applications.
• Complete servicing responsibilities for Consumer and Business Banking accounts, including responding to inquiries about other banking needs.
• Follow the Bank's sales process and provide simplified advice and guidance to customers.
• Proactively reach out to customers to maintain and expand banking relationships.
• Adhere to customer service standards and provide a differentiated experience by understanding and addressing customer needs.
• Manage the lobby, greet customers, and take ownership of solving their banking needs.
• Introduce appropriate banking partners when necessary.
• Ensure compliance with AML, BSA, and KYC regulations and identify potential fraud.
• Resolve customer complaints and accurately log them in the appropriate system.
• Manage and resolve customer overdrafts.
• Accurately complete customer transactions and perform related operational tasks.
• Comply with internal control standards and address any issues raised by external regulators.
• Promote a supportive and inclusive environment that aligns with the M&T Bank brand.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Perform other related duties as assigned.

Qualifications

• High school diploma or equivalent (GED)
• Minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
• Strong verbal and interpersonal communication skills
• Ability to interact with a diverse range of customers (consumer to small business)
• Well-organized and strong time management skills
• Proven prioritization skills
• Ability to work under critical time constraints in a team environment
• Proficiency with internet user-level technology
• Bilingual based on branch needs (preferred)
• Proven referral and/or sales ability

Skills

• Customer service and sales skills
• Interpersonal and communication skills
• Ability to handle difficult customer conversations
• Knowledge of AML, BSA, and KYC regulations
• Problem-solving and critical thinking skills
• Ability to manage multiple tasks simultaneously
• Knowledge of banking products and services

Benefits

M&T Bank offers a competitive compensation package, including a pay range of $18.68 - $31.14 per hour (USD).

Pay

$18.68 - $31.14 per hour (USD)

Schedule

Hours may vary depending on the branch schedule.