Universal Banker (Vestal Pkwy Branch)

M&T Bank•Vestal, NY

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 as a Teller and addresses customer service and sales needs. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex matters to the appropriate team member or partner. This position provides exceptional branch customer service, resolves problems promptly, and serves as a key driver of sales and customer experience. It interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately. The role may cover a variety of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand.

Requirements

High school diploma or GED equivalent.
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 handle difficult customer conversations effectively.
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.
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.

Nice To Haves

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

Responsibilities

Educate customers on Consumer and Business Banking solutions, explain their features and benefits, and recommend options based on identified needs.
Engage customers through different banking channels, provide suitable solutions, and encourage 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 help retain and expand Consumer and Business Banking relationships.
Meet customer service standards and deliver a differentiated experience by understanding customer needs and providing solutions at important moments.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving those needs.
Introduce an appropriate banking partner when a servicing interaction presents a product opportunity.
Stay current with and assist with 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.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls and Company and regulatory policies and standards.
Promote a sense of belonging and reflect 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.
Perform other related duties as assigned.