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 in various banking needs.

Responsibilities

• Educate customers on banking solutions and make recommendations based on their needs.
• Engage customers through digital and traditional means to promote banking solutions and address their needs.
• Explain loan application criteria and assist with servicing consumer and business banking relationships.
• Follow the Bank's sales process and provide simplified advice and guidance to customers.
• 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.
• Engage in lobby management, greeting customers, and solving their banking needs.
• Introduce appropriate banking partners when necessary.
• Identify and escalate cases of suspected fraud and resolve customer complaints.
• Complete servicing-related responsibilities such as approving and resolving overdrafts and processing transactions.
• Document interactions and appointments with customers using the appropriate system.
• Adhere to compliance and operational risk controls.
• Promote a supportive and reflective environment that aligns with the M&T Bank brand.
• Maintain internal control standards and address any issues raised by external regulators.
• Meet and maintain 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, resolving customer problems, driving sales, and ensuring a positive customer experience. It also involves interacting with various departments within the Bank to resolve operational issues efficiently and accurately.

Qualifications

• 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 a diverse range of customers (consumer to small business)
• Well-organized and proficient in managing time and prioritizing tasks
• Proven ability to handle difficult customer conversations and work under critical time constraints in a team environment
• Proficiency with internet user-level technology
• Bilingual based on branch needs (preferred)
• Proven referral and/or sales ability

Skills

• Customer-centric approach
• Problem-solving and critical thinking
• Adaptability and flexibility
• Digital fluency
• Empathy and emotional intelligence
• Time management and organizational skills
• Ability to work independently and as part of a team

Benefits

M&T Bank offers a competitive compensation package, with a pay range of $20.55 - $34.25 per hour (USD) based on individual qualifications and experience.

Pay

The starting hourly rate for this position is $20.55 - $34.25 (USD).

Schedule

The schedule for this position is not specified in the job posting.

Location

The position is located in Fishkill, New York, United States of America.