Universal Banker Hauppauge

M&T Bank•Hauppauge, NY

6d•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, customer appointments and walk-in service. The banker identifies customer needs, recommends relevant banking solutions, and refers complex needs to the appropriate team member or partner. This position is responsible for providing exceptional service, resolving customer problems in a timely manner, and contributing to branch sales and customer experience. It requires adaptability to serve a range of banking needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder also works with appropriate Bank areas to resolve branch operational issues and demonstrates empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

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 customers ranging 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 of time.
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.
Ability to meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Educate customers about Consumer and Business Banking solutions and recommend products or services based on identified needs.
Engage customers through various banking channels, encourage use of digital capabilities, and provide solutions that meet their needs.
Explain high-level criteria used to make loan 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 expansion of Consumer and Business Banking relationships.
Meet customer service standards and provide a differentiated experience by understanding and addressing customer needs.
Manage the lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a service interaction presents an opportunity for a product solution.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve and accurately record customer complaints in the appropriate system.
Review, approve, and help resolve customer overdrafts.
Accurately complete customer transactions and other branch operational activities.
Document 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 M&T internal control standards and timely implement 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.