Universal Banker - New Haven, CT

M&T Bank•New Haven, CT

21h

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 by serving as a teller and meeting customer service and sales needs. The Universal Banker holds scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems in a timely manner, and helps drive sales and the customer experience within the branch. It requires adaptability across customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately, while demonstrating 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 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.
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.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Educate customers about Consumer and Business Banking solutions and recommend options based on their identified needs.
Engage customers through different banking channels, encourage and support digital banking capabilities, and explain high-level loan application decision criteria.
Complete servicing responsibilities for Consumer and Business Banking relationships and use customer inquiries to identify other 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 provide a differentiated experience by understanding customer needs and delivering relevant solutions.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
Assist with and remain current on AML, BSA, and KYC processes and related activities; identify and escalate suspected fraud.
Resolve and accurately log customer complaints in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and other required branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, regulatory standards, and M&T internal control standards.
Implement internal and external audit points and address issues raised by external regulators in a timely manner, as applicable.
Meet and maintain registration requirements under the Federal SAFE Act.
Perform other related duties as assigned.