Universal Banker - Floater- Hagerstown MD and surrounding branches

M&T Bank•Hagerstown, MD

4d•Onsite

About The Position

The Universal Banker Floater supports branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations as a Teller, meets customer service and sales needs, and holds scheduled and walk-in customer appointments to identify needs and refer complex needs to appropriate team members. The Floater frequently travels among branches in a designated area to assist branch staff. The position provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. It interacts with appropriate Bank areas to resolve operational issues efficiently and accurately. The jobholder must be adaptable across branch functions, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions, while exemplifying empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position is based in Hagerstown, Maryland, and surrounding branches. The pay range is $18.68–$31.14 per hour; individual compensation depends on the candidate’s 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.
Ability to travel easily between branches as needed.
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.

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 options based on identified needs.
Engage customers through different banking channels, provide solutions, and encourage use of digital capabilities.
Explain high-level criteria used to decide 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 contact customers to support retention and growth of Consumer and Business Banking relationships.
Meet customer service standards and deliver a differentiated experience by understanding customer needs.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when servicing interactions reveal a product opportunity.
Assist with and remain current on Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve customer complaints and accurately record 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 and Company or regulatory standards and policies.
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.
Travel between assigned branches as needed to assist branch staff and customers.
Perform other related duties as assigned.