Universal Banker

M&T Bank•Lancaster, PA

20d

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 as a Teller and meets customer service and sales needs. The Universal Banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to appropriate team members or partners. This position provides exceptional branch customer service, resolves problems promptly, and drives sales and customer experience. The jobholder works with appropriate Bank teams to resolve branch operational issues and adapts to a range of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. Empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking support the Company’s culture and brand.

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.
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.

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 make recommendations based on identified needs.
Engage customers through varied banking channels, offer solutions, and encourage and support the use of digital capabilities.
Explain the high-level criteria used to make decisions on loan applications.
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 reach out to customers to support retention and expansion of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, proactively identifying their banking needs, and taking ownership of finding solutions.
Introduce an appropriate banking partner when a service interaction presents an opportunity for a product solution.
Support and stay current with 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.
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 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 and applicable issues raised by external regulators.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.