Universal Banker- Mount Vernon Square Branch/ Alexandria VA

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.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on customer 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 and identify additional banking needs.
• Follow the Bank’s sales process, providing simplified, customer-focused advice.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards, delivering solutions in key moments.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce 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.
• Review, approve, and resolve customer overdrafts.
• Accurately complete customer transactions and related operational activities.
• Document customer interactions and appointments using the appropriate system.
• Adhere to compliance and operational risk controls.
• 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.

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 with diverse customers (consumer to small business).
• Effectively handle difficult customer conversations.
• Well-organized with proven time management and prioritization skills.
• Ability to work under critical time constraints in a team environment.
• Proficiency with internet and user-level technology.
• Bilingual (Spanish/English) strongly preferred.
• Proven referral and/or sales ability (preferred).

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.