Universal Banker - Court Street Branch / Frederick MD

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. This includes supporting daily operations, handling customer appointments, and engaging customers to promote the use of digital banking solutions.

Primary Responsibilities

• Educate customers on our Consumer and Business Banking solutions and make recommendations based on their needs.
• Engage customers through various channels to encourage the use of digital capabilities and provide tailored solutions.
• Explain the criteria used to evaluate loan applications and assist with servicing consumer and business banking relationships.
• Proactively reach out to customers to enhance their banking experience and address their needs.
• Actively manage the lobby, greet customers, and take ownership of solving their banking issues.
• Introduce appropriate banking partners when necessary and adhere to AML, BSA, and KYC processes.
• Resolve customer complaints and accurately log them in the appropriate system.
• Manage and resolve customer overdrafts and accurately complete transactions.
• Document interactions and appointments with customers using the appropriate systems.
• Ensure compliance with internal and external audit points and regulatory standards.
• Promote a welcoming environment that aligns with the M&T Bank brand.
• Maintain internal control standards and respond to issues raised by external regulators.

Scope of Responsibilities

The role is pivotal in driving sales and improving the customer experience within the branch. It involves interacting with various departments within the bank to resolve operational issues efficiently and accurately. The jobholder must demonstrate empathy, customer-centricity, flexibility, adaptability, digital fluency, and critical thinking to support the company's culture and brand.

Managerial/Supervisory Responsibilities

Not applicable.

Education and Experience

• 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 time management and prioritization
• Ability to work under critical time constraints in a team environment
• Proficiency with internet user-level technology

Preferred Qualifications

• 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 weighing 5 lbs. to 30 lbs.
• Ability to read fine print
• Interaction with customers in an open face-to-face work environment

Pay

The pay range for this position is $21.68 - $36.13 per hour (USD).