Universal Banker - Riverside, CT

Specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. Supports daily branch operations as a Teller while meeting customer service and sales needs. Conducts scheduled and walk-in customer appointments to identify needs and refers complex issues to appropriate team members.

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 and encourage digital capabilities in interactions.
• Explain high-level criteria for loan application decisions.
• Complete servicing tasks for Consumer and Business Banking relationships and identify additional banking needs.
• Follow the Bank’s sales process to deliver customer-focused advice and guidance.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and deliver 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, BSA, and KYC processes and related activities for Consumer and Business Banking.
• 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, including documenting interactions.
• 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, including addressing audit and regulatory issues.
• Meet registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Scope of Responsibilities

• Provide exceptional service and resolve customer problems promptly.
• Drive sales and customer experience within the branch.
• Collaborate with internal teams to resolve branch operational issues efficiently.
• Demonstrate empathy, customer-centricity, flexibility, digital fluency, and critical thinking.
• 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.
• Strong verbal communication and interpersonal skills.
• Ability to interact with diverse customers (consumer to small business).
• Effective handling of 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.

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

$22.79 - $37.99 hourly (USD). Compensation informed by the candidate’s knowledge, skills, and experience.