Universal Banker - Float (South Windsor, CT)

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 as a Teller, meet customer service and sales needs, and assist with customer appointments.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on customer needs.
• Engage customers in various ways to bank with us and provide solutions to meet their needs, encouraging the use of digital capabilities.
• Explain the high-level criteria used to decide loan applications.
• Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify other banking needs.
• Follow the Bank's sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Actively engage in lobby management, meeting and greeting customers, and proactively inquiring and taking ownership to solve their banking needs.
• Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
• Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities.
• Identify and escalate cases of suspected fraud.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
• Accurately complete customer transactions.
• Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Qualifications

The ideal candidate will have a high school diploma or equivalent (GED) and at least 1 year of proven retail sales, call center, customer service, or telesales experience. Strong verbal communication skills, interpersonal skills, ability to interact with varying customers, and proficiency with internet user-level technology are preferred. Bilingual candidates may be considered based on branch needs.

Skills

• Excellent verbal and written communication skills
• Strong interpersonal skills
• Ability to interact with consumers and small businesses
• Effective handling of difficult customer conversations
• Well-organized and strong time management skills
• Proven prioritization skills
• Ability to work under critical time constraints in a team environment
• Proficiency with internet user-level technology

Benefits

The position offers a competitive salary range of $20.55 - $34.25 per hour (USD) based on individual qualifications and experience. The successful candidate will also benefit from M&T Bank's commitment to fair, competitive, and market-informed pay for employees.

Pay

The pay range for this position is $20.55 - $34.25 per hour (USD).

Schedule

The position requires frequent travel between branches within a designated area.