Float Universal Banker Garden City

M&T Bank•Garden City, NY

4d•Onsite

About The Position

The Float Universal Banker specializes in the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The position supports branch operations by performing teller duties and meeting customer service and sales needs at assigned branches. The banker holds scheduled and walk-in customer appointments, identifies customer needs, and refers complex needs to appropriate team members or partners. The role frequently requires travel among branches in a designated area to assist branch staff. This position provides exceptional branch customer service, resolves customer problems promptly, and helps drive sales and the customer experience. It may involve opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The banker works with relevant areas of the Bank to resolve branch operational issues efficiently and accurately, while demonstrating empathy, customer focus, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

Requirements

High school diploma or GED.
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Ability to travel 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.
Strong organization, time management, and prioritization skills.
Ability to work in a team environment under critical time constraints.
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.

Nice To Haves

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

Responsibilities

Educate customers about Consumer and Business Banking solutions, explain their features and benefits, and recommend options based on identified needs.
Engage customers through a variety of banking channels, provide solutions, and encourage use of digital capabilities.
Explain high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking customer relationships and identify opportunities to address additional banking needs.
Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
Reach out proactively to customers to support retention and expansion of banking relationships.
Meet customer service standards and provide a differentiated experience 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 servicing needs present a product opportunity.
Stay current with and assist in 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 and branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls and Company or regulatory standards and policies.
Promote a sense of belonging and reflect the M&T Bank brand.
Maintain internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
Meet and maintain Federal SAFE Act registration requirements.
Travel between branches as needed to assist branch staff.
Perform other related duties as assigned.