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, manage customer appointments, and engage customers to meet their banking needs.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on customer needs.
• Engage customers in various ways to encourage the use of digital capabilities and provide solutions to meet their needs.
• Explain the criteria used to decide loan applications.
• Complete servicing responsibilities for Consumer and Business Banking customer relationships, leading with inquiries to explore additional banking needs.
• Follow the Bank's sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand Consumer and Business Banking relationships.
• Adhere to customer service standards and provide a differentiated experience by understanding and addressing customer needs.
• Actively engage in lobby management, greeting customers, and solving their banking needs.
• Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
• 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.
• Document interactions and appointments with customers using the appropriate system.
• Adhere to 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 as applicable.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Qualifications

• High school diploma or equivalent (GED)
• Minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
• Strong verbal and interpersonal 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

Skills

• Strong verbal communication skills
• Interpersonal skills
• Ability to handle difficult customer conversations
• Well-organized and time management skills
• Adaptable to service any banking needs
• Ability to interact with customers in an open face-to-face work environment
• Knowledge of AML, BSA, and KYC processes
• Ability to read fine print
• Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs.

Benefits

Comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

$18.68 - $31.14 Hourly (USD)

Schedule

Full-time position with flexible hours to accommodate branch operations.