Universal Banker- Woodbridge VA

M&T Bank•Woodbridge, VA

11d•Onsite

About The Position

The Universal Banker specializes in 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 banker holds scheduled and walk-in customer appointments to identify 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 requires working with appropriate Bank teams to resolve branch-related operational issues efficiently and accurately. The banker may serve customers across a range of needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The role calls for 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 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, explain their features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels, encourage and support use of digital capabilities, and explain high-level criteria used to decision loan applications.
Service Consumer and Business Banking relationships, ask questions to identify additional banking needs, and provide simplified, customer-focused advice in accordance with the Bank’s sales process.
Proactively contact customers to support retention and expansion of Consumer and Business Banking relationships.
Deliver customer service according to established standards by understanding customer needs and providing appropriate solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a servicing interaction presents an opportunity for a product solution.
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 log them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and 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 a belonging-supportive environment that 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 Federal SAFE Act registration requirements.
Complete other related duties as assigned.