Universal Banker (Star Market Waltham branch)

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 manage 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 encourage the use of digital capabilities and provide solutions to meet their needs.
• Explain the criteria used to decide loan applications.
• Complete servicing responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify additional 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, meeting and greeting customers, and proactively inquiring about 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.
• 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

Required:

• High school diploma or equivalent (GED)
• Minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
• Strong verbal and interpersonal communication skills
• Ability to interact with varying customers (consumer to small business)
• Well-organized and 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

Preferred:

• Bilingual based on branch needs
• Proven referral and/or sales ability

Benefits

M&T Bank offers a competitive compensation package, with the pay range for this position being $21.68 - $36.13 per hour (USD).

Pay

$21.68 - $36.13 per hour (USD)

Schedule

N/A