Universal Banker - Float

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 assist with various banking needs.

Responsibilities

• Educate customers on our banking solutions and make recommendations based on their needs.
• Engage customers through various channels to encourage the use of digital banking tools and identify additional banking needs.
• Explain the criteria for loan decisions and provide advice on servicing consumer and business banking relationships.
• Proactively reach out to customers to maintain and grow their banking relationships.
• Adhere to customer service standards and provide a personalized experience by understanding and addressing customer needs.
• Manage the lobby, greet customers, and take ownership of solving their banking issues.
• Introduce appropriate banking partners when necessary and ensure compliance with AML, BSA, and KYC processes.
• Resolve customer complaints and accurately log them in the appropriate system.
• Accurately complete customer transactions and perform related operational tasks.
• Maintain internal control standards and address any issues raised by external regulators.
• Promote a welcoming environment that aligns with the M&T Bank brand.
• 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
• Ability to easily travel between branches on an as needed basis
• Strong verbal and interpersonal communication skills
• Ability to interact with varying 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

Skills

• Customer service and sales skills
• Interpersonal and communication skills
• Ability to handle difficult customer conversations
• Knowledge of AML, BSA, and KYC processes
• Time management and prioritization skills
• Ability to work independently and as part of a team
• Effective problem-solving and critical thinking skills

Benefits

Details not specified.

Pay

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

Schedule

Details not specified.