Universal Banker

Overview

Specializes in delivering an excellent branch customer experience through sales, service, and digital engagement for both Consumer and Business Banking customers. Supports daily branch operations as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or the branch team, as well as walk-in appointments, to identify customer needs. Refers complex needs to the appropriate team member or partner.

Primary Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
• Engage customers through a variety of banking methods and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.
• Explain the high-level criteria used to make loan application decisions.
• Complete servicing-related responsibilities for Consumer and Business Banking customer relationships; lead with inquiries to identify opportunities to address additional banking needs.
• Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to support retention and growth of all Consumer and Business Banking relationships.
• Adhere to established customer service standards by understanding customer needs and delivering solutions in moments that matter most.
• Actively manage the lobby, greet customers, and proactively inquire and take ownership to resolve customers’ banking needs.
• Introduce an appropriate banking partner when servicing needs present an opportunity for a product solution.
• Assist with and stay current on Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities; identify and escalate suspected fraud cases.
• 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 the assigned branch, including documenting interactions and appointments with customers using the appropriate system.
• Adhere to applicable compliance and operational risk controls in accordance with company and 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 and addressing issues raised by external regulators as applicable.
• Meet and maintain registration requirements under the Federal SAFE Act.
• Perform other related duties as assigned.

Scope of Responsibilities

This position provides exceptional service to branch customers and resolves customer problems in a timely manner. It is a key driver of sales and the customer experience within the branch. The role involves interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The jobholder should demonstrate empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the company culture and brand. Because the role includes multiple capacities within the branch, the jobholder must be adaptable to serve any and all customer banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing.

Managerial/Supervisory Responsibilities

Not applicable.

Education and Experience Required

• High school diploma or equivalent (GED) and a minimum of 1 year of proven retail sales, call center, customer service, or telesales experience.
• Strong verbal communication skills.
• Strong interpersonal skills.
• Ability to interact with varying customers (consumer to small business).
• Ability to effectively handle difficult customer conversations.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Ability to work under critical time constraints in a team environment.
• Proficiency with internet user-level technology.

Education and Experience Preferred

• Bilingual, based on branch needs.
• 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 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.

Location

New York, New York, United States of America