Universal Banker

About the Role

Specializes in enhancing the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller while addressing 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 features and benefits of Consumer and Business Banking solutions; make recommendations based on identified needs.
• Engage customers to promote banking solutions and encourage digital capabilities in interactions.
• Explain high-level criteria for loan application decisions.
• Complete servicing-related tasks for Consumer and Business Banking relationships and identify additional banking needs.
• Follow the Bank’s sales process to provide customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and deliver solutions in critical moments.
• Actively manage lobby interactions, greet customers, and address their banking needs.
• Introduce banking partners when opportunities for product solutions arise.
• Stay current with AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes.
• 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.
• Document customer interactions and appointments using the appropriate system.
• Adhere to compliance and operational risk controls per Company or regulatory standards.
• Promote an inclusive environment reflecting the M&T Bank brand.
• Maintain internal control standards, including addressing audit and regulatory issues.
• Meet registration requirements under the Federal SAFE Act.
• Perform 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 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 adapt to various banking needs, including account openings, loan origination, problem resolution, 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 critical 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

$20.55 - $34.25 hourly (USD). Compensation will be determined based on the candidate’s knowledge, skills, and experience.