Universal Banker (Worcester Common)

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 or partners.

Responsibilities

• Educate customers on features and benefits of Consumer and Business Banking solutions; make recommendations based on identified needs.
• Engage customers through various channels to provide solutions and encourage digital banking adoption.
• Explain high-level criteria used 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, 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.
• Actively manage lobby interactions, greeting customers and addressing their banking needs.
• Introduce appropriate 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 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 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 enhance customer experience within the branch.
• Collaborate with internal teams to resolve branch-related operational issues efficiently.
• Demonstrate empathy, customer-centricity, adaptability, digital fluency, and critical thinking.
• Adapt to various branch roles, addressing 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 of retail sales, call center, customer service, or telesales experience.
• 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

$20.55 - $34.25 hourly (USD). Compensation is informed by the candidate’s knowledge, skills, and experience.