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 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 in servicing consumer and business banking relationships.
• Follow the Bank's sales process and provide simplified, customer-focused advice and guidance.
• 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 there is an opportunity to offer additional products.
• Identify and report suspected fraud cases and resolve customer complaints.
• Accurately complete customer transactions and document interactions using the appropriate systems.
• Comply with compliance and operational risk controls and maintain internal control standards.
• Promote a supportive environment that aligns with the M&T Bank brand.
• Maintain registration requirements under the Federal SAFE Act and complete other related duties as assigned.

Scope of Responsibilities

The position is crucial for driving sales and improving the customer experience within the branch. It involves interacting with various departments within the Bank to resolve operational issues efficiently and accurately. The role requires demonstrating empathy, customer-centricity, flexibility, adaptability, digital fluency, and entrepreneurial spirit.

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)
• 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 abilities (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.
• Read fine print
• Interact with customers in an open face-to-face work environment

Compensation

The pay range for this position is $18.68 - $31.14 (USD). The specific compensation will be determined based on the candidate's qualifications, experience, and performance.