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 encourage the use of digital banking solutions.

Responsibilities

• Educate customers on our banking solutions and make recommendations based on their needs.
• Engage customers through various channels to meet their banking needs and promote the use of digital capabilities.
• Explain the criteria used to decide loan applications.
• Complete servicing responsibilities for Consumer and Business Banking accounts, identifying opportunities to address other banking needs.
• Follow the Bank's sales process and provide simplified advice and guidance to customers.
• Proactively reach out to customers to retain and expand their banking relationships.
• Adhere to customer service standards and deliver a differentiated experience by understanding and addressing customer needs.
• Manage the lobby, greeting customers and solving their banking needs.
• Introduce appropriate banking partners when needed to solve customer needs.
• 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 respond to audit points and regulatory issues.
• Promote a welcoming 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.

Scope of Responsibilities

The role is pivotal in providing exceptional service to branch customers and resolving their problems promptly. It drives sales and enhances the customer experience within the branch. It also ensures that branch-related operational issues are addressed efficiently and accurately. The jobholder must exhibit empathy, customer-centricity, flexibility, adaptability, digital fluency, and entrepreneurial spirit to support the company's culture and brand.

Qualifications

• 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)
• Effective handling of difficult customer conversations
• Well-organized and proficient in time management and prioritization
• 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

Physical Requirements

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heavy objects weighing up to 30 lbs.
• Ability to read fine print
• Interaction with customers in an open face-to-face work environment

Pay

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