Pipeline Universal Banker- Ashland VA and surrounding branches

M&T Bank•Ashland, VA

1d•$19 - $31•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 addresses customer service and sales needs. The banker meets with customers by appointment or as walk-ins to identify 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 the customer experience within the branch. It involves adapting to customers’ banking needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing, while working with other areas of the Bank to resolve operational issues efficiently and accurately. This posting is for a talent pipeline and is not connected to a specific open position. Qualified candidates may be considered for future Banker opportunities as they arise.

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.

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, offer solutions, and encourage the use of digital capabilities.
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.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, proactively identifying needs, and taking ownership of resolving them.
Introduce customers to an appropriate banking partner when a service interaction presents a product opportunity.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve and accurately record customer complaints 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 and Company or regulatory standards and policies.
Promote a workplace environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of 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.