Universal Banker- Reston VA

M&T Bank•Reston, VA

1d•$22 - $36•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 and performs Teller duties while meeting customer service and sales needs. The banker conducts scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. The position provides customer-focused advice and guidance, recommends banking solutions based on identified needs, supports digital banking engagement, and explains high-level criteria used to decide loan applications. It also handles servicing and transaction needs, customer complaints and overdrafts, and required operational documentation. The Universal Banker contributes to customer retention and relationship growth while following applicable sales, service, compliance, operational risk, audit, AML, BSA, KYC, and Federal SAFE Act requirements. The role is responsible for exceptional, timely service and problem resolution, driving sales and customer experience within the branch, and coordinating with appropriate bank areas to resolve operational issues. It requires adaptability across customer needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing. The position is based in Reston, Virginia. The pay range is $21.68–$36.13 per hour; individual compensation depends on the candidate’s knowledge, skills, and experience.

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.
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 about Consumer and Business Banking solutions and recommend options based on their identified needs.
Encourage and support customers’ use of digital banking capabilities and provide solutions through a variety of banking channels.
Explain the high-level criteria used to decide loan applications.
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 expansion 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, asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a servicing interaction presents a product opportunity.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes and activities, and identify and escalate suspected fraud.
Resolve customer complaints and accurately record them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete assigned 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 belonging and reflect the M&T Bank brand.
Maintain 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.
Coordinate with appropriate areas of the Bank to resolve branch operational issues efficiently and accurately.