Universal Banker - Float

Specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller and meets customer service and sales needs. Conducts scheduled and walk-in customer appointments to identify needs and refers complex issues to appropriate team members. Frequently travels to different branches within a designated area to assist staff as needed.

Responsibilities

• Educate customers on features and benefits of Consumer and Business Banking solutions; make recommendations based on identified needs.
• Engage customers to provide banking solutions, encouraging digital capabilities in interactions.
• Explain high-level criteria for loan application decisions.
• Complete servicing-related tasks for Consumer and Business Banking relationships, identifying opportunities to address additional banking needs.
• Follow the Bank’s sales process, offering simplified, customer-focused advice.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards, delivering solutions in key customer moments.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce appropriate 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 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, addressing audit and regulatory issues.
• Meet registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Scope of Responsibilities

The role is responsible for delivering exceptional service, resolving customer problems promptly, and driving sales and customer experience within the branch. Interacts with internal teams to resolve operational issues efficiently. Requires empathy, customer-centricity, adaptability, digital fluency, and critical thinking to support the Company’s culture and brand. 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.
• Ability to travel between branches as needed.
• 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

$21.68 - $36.13 hourly (USD). Compensation informed by the candidate’s knowledge, skills, and experience.

Location: Germantown, Maryland, United States of America