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. The primary responsibility is to support daily operations as a Teller and meet customer service and sales needs.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer's needs.
• Engage customers in various ways to encourage the use of digital capabilities and provide solutions to meet their needs.
• Explain the high-level criteria used to decide loan applications.
• Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify additional banking needs.
• Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Actively engage in lobby management, meeting and greeting customers, and proactively inquiring and taking ownership to solve their banking needs.
• Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
• Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities.
• Identify and escalate cases of suspected fraud.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
• Accurately complete customer transactions.
• Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Qualifications

The ideal candidate will have a high school diploma or equivalent (GED), at least 1 year of proven retail sales, call center, customer service, or telesales experience, strong verbal and interpersonal communication skills, ability to interact with varying customers, well-organized and proven time management skills, and proficiency with internet user-level technology. Bilingual candidates may be preferred based on branch needs.

Skills

• Strong verbal and interpersonal communication skills
• Ability to interact with varying customers (consumer to small business)
• Well-organized and proven time management skills
• Proven prioritization skills
• Ability to work under critical time constraints in a team environment
• Proficiency with internet user-level technology

Benefits

The position offers a competitive salary range of $20.55 - $34.25 per hour (USD), commensurate with experience. The successful candidate’s specific compensation will be determined based on their unique qualifications.

Pay

$20.55 - $34.25 per hour (USD)

Schedule

Not specified