Floating Regional Universal Banker

M&T Bank•Biddeford, ME

7h•Onsite

About The Position

The Floating Regional Universal Banker specializes in the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. This role supports daily branch operations as a Teller and addresses customer service and sales needs as required by the assigned branch. The banker will hold scheduled and walk-in customer appointments to identify needs and refer complex cases to appropriate partners. This position requires frequent travel to different branches within a designated area to assist staff, primarily based out of the Biddeford branch and supporting branches in the Southern Maine area. The position is crucial for delivering exceptional customer service, resolving problems promptly, and driving sales and customer experience within the branch. The jobholder must interact with various bank departments to resolve operational issues efficiently and accurately, embodying empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The role is adaptable to service all customer banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing.

Requirements

High school diploma or equivalent (GED)
A minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
Ability to easily travel between branches on an as needed basis
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

Nice To Haves

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

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 in a variety of ways to bank with us 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 decision loan applications.
Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs.
Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs.
Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.
Assist and stay current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities.
Identify and escalate cases of suspected fraud.
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 assigned branch, including documenting interactions and appointments with customers using the appropriate system.
Adhere to applicable compliance/operational risk controls in accordance with Company or 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 together with any issues raised by external regulators as applicable.
Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.