Universal Banker- Woodbridge VA

M&T Bank•Woodbridge, VA

12d•$22 - $36•Onsite

About The Position

The Universal Banker specializes in the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The position supports daily branch operations as a Teller and meets customer service and sales needs. It holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The role provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. It interacts with appropriate Bank teams to resolve operational issues efficiently and accurately. The banker may serve customers across a range of needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position is based in Woodbridge, Virginia. The stated pay range is $21.68–$36.13 per hour; compensation for the successful candidate will reflect their particular combination of knowledge, skills, and experience.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
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.
Proven time-management skills.
Proven 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 of time.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to 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 and recommend options based on identified needs.
Engage customers through different banking channels, offer solutions, and encourage use of digital capabilities.
Explain high-level criteria used to decide loan applications.
Service Consumer and Business Banking customer relationships, ask questions to identify additional banking needs, and provide customer-focused advice.
Proactively contact customers to help retain and expand banking relationships.
Meet customer service standards and deliver solutions tailored to customer needs.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when a service interaction presents a product opportunity.
Support Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve customer complaints and accurately log them in the appropriate system.
Review, approve, and help resolve customer overdrafts.
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 a workplace environment that supports belonging and reflects 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 registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.