Universal Banker - Merritt Manor Branch

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—both scheduled and walk-in—to identify needs and refers complex issues to appropriate team members or partners.

Responsibilities

• Educate customers on Consumer and Business Banking solutions, explaining features and benefits; make recommendations based on identified needs.
• Engage customers through various channels to provide banking solutions and encourage digital capability adoption.
• Explain high-level loan application decision criteria.
• Handle 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 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 relevant.
• 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 assist with resolving 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 points and regulatory issues.
• Meet Federal SAFE Act registration requirements.
• Perform other related duties as assigned.

Scope of Responsibilities

This role drives sales and customer experience within the branch, ensuring exceptional service and timely resolution of customer problems. The position interacts with internal Bank teams to resolve operational issues efficiently. Key traits include empathy, customer-centricity, adaptability, digital fluency, and critical thinking. The role requires flexibility to address all customer 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 effectively 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 will reflect the successful candidate’s knowledge, skills, and experience.