Universal Banker - Ellicott City, MD

About the role

Specializes in branch customer experience through sales, service, and digital engagement of Consumer and Business Banking customers. Supports daily branch operations as a Teller and meets customer service and sales needs. Conducts customer appointments (scheduled or walk-in) to identify needs and refers complex issues to appropriate team members.

Responsibilities

• Educate customers on Consumer and Business Banking solutions, explaining features and benefits; make recommendations based on identified needs.
• Engage customers to provide banking solutions, encouraging digital capabilities in interactions.
• Explain high-level loan application decision criteria.
• Complete servicing tasks for Consumer and Business Banking relationships; lead inquiries to identify additional banking needs.
• Follow the Bank’s sales process, offering simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards, delivering solutions in key customer moments.
• Manage lobby activities, greet customers, and proactively address their banking needs.
• Introduce banking partners when product solutions are needed.
• Stay current with AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes.
• Identify and escalate suspected fraud cases.
• Resolve and log customer complaints accurately in the appropriate system.
• Review, approve, and help resolve customer overdrafts.
• Accurately complete customer transactions and related operational activities, documenting interactions in the appropriate system.
• Adhere to compliance and operational risk controls per Company or regulatory standards.
• Promote an inclusive environment reflecting the M&T Bank brand.
• Maintain internal control standards, implementing audit and regulatory findings.
• Meet Federal SAFE Act registration requirements.
• Complete other assigned duties.

Scope of Responsibilities

The role is responsible for delivering exceptional branch customer service and resolving problems promptly. It drives sales and customer experience, collaborating with internal teams to resolve operational issues. The position requires empathy, customer-centricity, adaptability, digital fluency, and critical thinking. Jobholders must adapt to various banking needs, including account openings, loan origination, problem resolution, and transaction processing.

Requirements

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

Preferred Qualifications

• Bilingual skills based on branch needs.
• Proven referral or sales ability.

Physical Requirements

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

Pay

$20.55 - $34.25 hourly (USD). Compensation is informed by the candidate’s knowledge, skills, and experience.

Location

Ellicott City, Maryland, United States of America