Float Universal Banker Huntington

M&T Bank•Huntington, NY

8d•Onsite

About The Position

The Float Universal Banker supports the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations as a Teller and addresses customer service and sales needs at assigned branches. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The position frequently travels to different branches within a designated area to assist branch staff. This role provides exceptional branch customer service, resolves customer problems promptly, and drives sales and customer experience. It interacts with appropriate Bank teams to resolve operational issues efficiently and accurately. The jobholder may serve customers across a range of banking needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. Empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking are important to supporting the Company’s culture and brand.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Ability to travel easily between branches as needed.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with a range of customers, from consumers to small businesses.
Ability to handle difficult customer conversations effectively.
Well-organized, with proven time-management and prioritization skills.
Ability to work under critical time constraints in a team environment.
Proficiency with internet user-level technology.
Ability to stand for long periods.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Educate customers on Consumer and Business Banking solutions, explain features and benefits, and recommend options based on identified needs.
Engage customers through a variety of banking channels, encourage use of digital capabilities, and provide solutions for their needs.
Explain high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address additional banking needs.
Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
Proactively contact customers to support retention and expansion of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when a service interaction presents an opportunity for a product solution.
Stay current with and assist with Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve customer complaints and accurately log them in the appropriate system.
Review and approve customer overdrafts and help resolve overdraft issues.
Accurately complete customer transactions.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
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 applicable issues raised by external regulators.
Meet and maintain registration requirements under the Federal SAFE Act.
Travel between branches as needed to support branch staff and customers.
Complete other related duties as assigned.