Universal Banker - Manchester, 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, manage customer appointments, and engage customers to meet their banking needs.

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 encourage the use of digital capabilities and provide solutions to meet their needs.
• Explain the criteria used to decide loan applications.
• Complete servicing responsibilities for Consumer and Business Banking customer relationships and lead with inquiries to explore other banking needs.
• Follow the Bank's sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand Consumer and Business Banking relationships.
• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Actively engage in lobby management, greeting customers, and proactively solving their banking needs.
• Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
• 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.
• Document 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 as applicable.
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
• 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
• Strong verbal communication skills
• Strong interpersonal skills
• Ability to interact with varying customers (consumer to small business)
• Ability to effectively handle difficult customer conversations
• Well-organized
• Proven time management skills
• Proven prioritization skills
• 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 interactions
• Knowledge of consumer and business banking products
• Ability to use digital tools and platforms
• Problem-solving and critical thinking skills
• Knowledge of AML, BSA, and KYC processes
• Ability to resolve customer complaints and overdrafts
• Time management and organizational skills
• Ability to work independently and as part of a team

Benefits

The position offers a competitive salary range of $20.55 - $34.25 per hour, USD, based on individual qualifications and experience. The company is committed to fair, competitive, and market-informed pay for its employees.

Pay

$20.55 - $34.25 per hour, USD

Schedule

N/A