Universal Banker

About the role

The role specializes in enhancing customer experience through sales, service, and digital engagement of Consumer and Business Banking customers. The primary responsibility is to support daily operations of the branch as a Teller and meet customer service and sales needs.

Primary Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer's identified needs.
• Engage customers in various ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities.
• 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 opportunities to solve for other 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.

Scope of Responsibilities

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. It is a key driver of sales and the customer experience within the branch. It is also responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand.

Education and Experience

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

Preferred Education and Experience

• Bilingual based on branch needs
• Proven referral and/or sales ability

Physical Requirements

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

Pay

The pay range for this position is $18.68 - $31.14 Hourly (USD).