Universal Banker - New Haven, CT

M&T Bank•New Haven, CT

2d•$21 - $34

About The Position

The Universal Banker supports the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations, including teller duties, and addresses customer service and sales needs. The banker holds scheduled and walk-in appointments to identify customer needs and refers complex needs to appropriate team members or partners. This position provides exceptional branch service, resolves customer problems, supports sales and relationship growth, and coordinates with other Bank areas to resolve operational issues. The role may support a range of customer needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The jobholder is expected to demonstrate empathy, customer focus, 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.

Nice To Haves

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

Responsibilities

Explain Consumer and Business Banking products and services, recommend solutions based on identified customer needs, and encourage the use of digital banking capabilities.
Explain high-level criteria used to decide loan applications.
Service 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 growth 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 customers to appropriate banking partners when service interactions indicate a potential product need.
Support and stay current with AML, BSA, and KYC processes; 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 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 an inclusive environment that reflects the M&T Bank brand.
Maintain internal control standards and timely implement 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.