Universal Banker

About the Role

Specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller while meeting customer service and sales needs. Conducts 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 to provide banking solutions and encourage digital capability adoption.
• Explain high-level loan application decision criteria.
• Complete servicing-related tasks for Consumer and Business Banking relationships and identify 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 key customer moments.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce banking partners when product solutions are needed.
• Stay current with AML, BSA, and KYC processes and related activities for Consumer and Business Banking.
• Identify and escalate suspected fraud cases.
• Resolve and log all customer complaints accurately in the appropriate system.
• Review, approve, and assist with resolving customer overdrafts.
• Accurately complete customer transactions and related operational activities, including documenting interactions.
• Adhere to compliance and operational risk controls per Company or regulatory standards.
• Promote an inclusive environment reflecting the M&T Bank brand.
• Maintain internal control standards, addressing audit and regulatory issues.
• Meet Federal SAFE Act registration requirements.
• 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. Key traits include empathy, customer-centricity, adaptability, digital fluency, and critical thinking. The role requires handling diverse banking needs, including account openings, loan origination, problem resolution, and transaction processing.

Requirements

• High school diploma or equivalent (GED).
• Minimum of 1 year of retail sales, call center, customer service, or telesales experience.
• Strong verbal communication and interpersonal skills.
• Ability to interact with diverse customers (consumer to small business).
• Effective handling of difficult customer conversations.
• Well-organized with proven time management and prioritization skills.
• Ability to work under time constraints in a team environment.
• Proficiency with internet and user-level technology.

Preferred Qualifications

• Bilingual skills based on branch needs.
• Proven referral or sales ability.

Physical Requirements

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

Pay

$22.79 - $37.99 hourly (USD). Compensation is informed by the candidate’s knowledge, skills, and experience.