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 promote the use of digital banking solutions.

Primary Responsibilities

• Educate customers on Consumer and Business Banking solutions and make recommendations based on their needs.
• Engage customers through various channels to meet their banking needs and encourage the use of digital capabilities.
• Explain the criteria for loan applications and assist in servicing consumer and business banking relationships.
• Follow the Bank's sales process and provide simplified advice and guidance to customers.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and deliver a differentiated experience by understanding and addressing customer needs.
• Engage in lobby management, 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 accurately complete transactions.
• Document interactions and appointments with customers using the appropriate system.
• Comply with relevant compliance and operational risk controls.
• Promote a welcoming environment that aligns with the M&T Bank brand.
• Maintain internal control standards and address any issues raised by external regulators.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Perform other related duties as assigned.

Scope of Responsibilities

The position is crucial for driving sales and enhancing the customer experience within the branch. It involves interacting with various departments within the Bank to resolve operational issues efficiently and accurately. The jobholder must demonstrate empathy, customer-centricity, flexibility, adaptability, digital fluency, and entrepreneurial spirit to support the company's culture and brand.

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 diverse customers (consumer to small business)
• Proven time management and prioritization skills
• Well-organized and able to work under critical time constraints in a team environment
• Proficiency with internet user-level technology

Preferred Qualifications

• Bilingual based on branch needs
• Proven referral and/or sales ability

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
• Interaction with customers in an open face-to-face work environment

Compensation

The pay range for this position is $18.68 - $31.14 per hour (USD).