Pipeline Universal Banker - Montgomery County Branches

M&T Bank•Rockville, MD

11d•Onsite

About The Position

This is a pipeline requisition for Universal Banker roles within Montgomery County, MD branches. It serves as a way to keep candidate information on file for future openings. The role specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. It supports daily branch operations as a Teller and meets customer service and sales needs. The position involves holding customer appointments, identifying customer needs, and referring complex issues to appropriate team members.

Requirements

High school diploma or equivalent (GED)
A minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
Strong verbal communication skills
Strong interpersonal skills
Ability to interact with varying customers (consumer to small business)
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

Nice To Haves

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

Responsibilities

Educate customers on features and benefits of Consumer and Business Banking solutions and make recommendations based on identified needs.
Engage customers to bank with the institution and provide solutions, encouraging digital capabilities.
Explain high-level criteria for loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking customer relationships and identify opportunities to address other banking needs.
Follow the Bank’s sales process and provide customer-focused advice.
Proactively reach out to customers to retain and expand Consumer and Business Banking relationships.
Adhere to customer service standards and deliver solutions based on customer needs.
Actively engage in lobby management, greeting customers and taking ownership to solve their banking needs.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
Assist with and stay current on Consumer and Business Banking AML, BSA, and KYC processes.
Identify and escalate suspected fraud cases.
Resolve and accurately log all customer complaints.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete operational activities required by the assigned branch, including documenting interactions and appointments.
Adhere to compliance and operational risk controls.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of audit points and addressing issues raised by regulators.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.