Universal Banker - Orchard Park Branch

M&T Bank•Orchard Park, NY

8d•$19 - $31•Onsite

About The Position

The 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, including teller duties, and meets customer service and sales needs. The banker holds scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems, and helps drive sales and customer experience within the branch. The banker works with other areas of the Bank to resolve operational issues efficiently and accurately, and must be adaptable across customer service needs including new account opening, loan origination, problem resolution, video conferencing, and transaction processing.

Requirements

High school diploma or 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, 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.

Nice To Haves

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

Responsibilities

Explain Consumer and Business Banking solutions, their features and benefits, and recommend options based on customers’ identified needs.
Engage customers through a variety of banking channels, encourage digital banking capabilities, and provide solutions that meet customer needs.
Explain the high-level criteria used to make loan application decisions.
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 growth of Consumer and Business Banking relationships.
Provide a differentiated customer experience by understanding needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, proactively identifying their needs, and taking ownership of solutions.
Introduce an appropriate banking partner when a servicing need presents a product opportunity.
Support and remain current on Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve customer complaints and accurately record them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking 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 an inclusive 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 Federal SAFE Act registration requirements.
Perform other related duties as assigned.