Universal Banker Huntington

M&T Bank•Huntington, NY

10d•$23 - $38•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 role supports daily branch operations, including teller duties, and meets customer service and sales needs as required by the assigned branch. The banker holds scheduled and walk-in customer appointments, identifies customer needs, and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. It may involve new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The banker interacts with appropriate areas of the Bank to resolve operational issues efficiently and accurately, while demonstrating empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The role requires compliance with applicable operational-risk controls, internal control standards, and Federal SAFE Act registration requirements. The successful candidate will be paid within the stated range based on their 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 effectively handle difficult customer conversations.
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 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.
Responsible for meeting and maintaining Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Educate customers about Consumer and Business Banking solutions and recommend products based on identified needs.
Engage customers across banking channels, encourage digital banking capabilities, and provide solutions to meet their needs.
Explain the high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address other banking needs.
Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
Proactively contact customers to support the retention and growth of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of solutions.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
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 Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Adhere to 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 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.