Universal Banker

About the role

The role specializes in enhancing customer experience 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.

Primary Responsibilities

• Educate customers on features and benefits of Consumer and Business Banking solutions and make recommendations based on customer needs.
• Engage customers through various means to encourage the use of digital capabilities and provide solutions to meet their needs.
• Explain the criteria used to decide loan applications and assist with servicing-related tasks.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and provide a differentiated experience by understanding and addressing customer needs.
• Actively manage the lobby, greet customers, and take ownership of solving their banking needs.
• Introduce appropriate banking partners when necessary and maintain awareness of AML, BSA, and KYC processes.
• Resolve customer complaints and accurately log them in the appropriate system.
• Manage and resolve customer overdrafts and complete related operational activities.
• Support the branch by adhering to internal control standards and promoting a supportive work environment.
• Complete other related duties as assigned.

Scope of Responsibilities

The position drives sales and enhances the customer experience within the branch. It involves resolving operational issues efficiently and accurately, demonstrating empathy, customer-centricity, flexibility, and adaptability.

Education and Experience

• High school diploma or equivalent (GED)
• A 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 various customers (consumer to small business)
• Well-organized and proficient in time management and prioritization
• Ability to work under critical time constraints in a team environment
• Proven referral and/or sales ability (preferred)

Physical Requirements

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs.
• Ability to read fine print
• Open face-to-face work environment

Compensation

M&T Bank offers a competitive pay range for this position, which is $18.68 - $31.14 per hour (USD). The specific compensation will be determined based on the individual's qualifications, experience, and performance.