Universal Banker

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. Handles scheduled and walk-in customer appointments 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 through various channels to provide banking solutions and encourage digital capability adoption.
• Explain high-level criteria for loan application decisions.
• Complete servicing-related tasks for Consumer and Business Banking relationships and identify opportunities to address additional banking needs.
• Follow the Bank’s sales process, offering simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards, delivering solutions in critical moments to create a differentiated experience.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce appropriate banking partners when product solutions are needed.
• Stay current with AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities.
• Identify and escalate suspected fraud cases.
• Resolve and log all customer complaints accurately in the appropriate system.
• Review, approve, and assist in resolving customer overdrafts.
• Accurately complete customer transactions and related operational activities, including documenting interactions and appointments.
• Adhere to compliance and operational risk controls per Company or regulatory standards.
• Promote an inclusive environment that aligns with the M&T Bank brand.
• Maintain internal control standards, addressing audit points and regulatory issues.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Complete 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 resolve 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 be flexible to address all banking needs, including account openings, loan origination, problem resolution, and transaction processing.

Requirements

• High school diploma or equivalent (GED).
• Minimum of 1 year’s experience in retail sales, call center, customer service, or telesales.
• Strong verbal communication and interpersonal skills.
• Ability to interact effectively 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 and/or sales ability.

Physical Requirements

• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects (5 lbs. to 30 lbs.).
• Ability to read fine print.
• Ability to interact with customers in an open, face-to-face environment.

Pay

The pay range for this position is $21.68 - $36.13 (USD). Compensation will be determined based on the candidate’s knowledge, skills, and experience.