Universal Banker - Westminster

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 provide tailored banking solutions.

Responsibilities

• Educate customers about our banking solutions and make recommendations based on their needs.
• Engage customers through various channels to encourage the use of digital banking tools and services.
• Explain the criteria used to decide loan applications and assist with servicing consumer and business banking relationships.
• Follow the bank's sales process and provide simplified advice and guidance to customers.
• Proactively reach out to customers to retain and expand banking relationships.
• Adhere to customer service standards and provide a differentiated experience by understanding and addressing customer needs.
• Actively manage the lobby, greet customers, and take ownership of solving their banking needs.
• Introduce appropriate banking partners when necessary and maintain awareness of AML, BSA, and KYC processes.
• Resolve customer complaints and accurately log them in the appropriate system.
• Manage and resolve customer overdrafts and accurately complete transactions.
• Document interactions and appointments with customers using the appropriate system.
• Comply with relevant compliance and operational risk controls.
• Promote a supportive and inclusive environment that aligns with the M&T Bank brand.
• Maintain internal control standards and address any issues raised by external regulators.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Complete other related duties as assigned.

Scope of Responsibilities

The role is pivotal in delivering exceptional service to branch customers and resolving their issues promptly. It drives sales and enhances the customer experience within the branch. The role interacts with various departments to ensure efficient resolution of branch-related operational issues.

Qualifications

• High school diploma or equivalent (GED)
• A 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 diverse customers (consumer to small business)
• Effective handling of difficult customer conversations
• 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
• Bilingual based on branch needs (preferred)
• Proven referral and/or sales ability

Physical Requirements

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heavy objects weighing up to 30 lbs.
• Ability to read fine print
• Interaction with customers in an open face-to-face work environment

Pay

The pay range for this position is $20.55 - $34.25 per hour (USD).