Universal Banker - Frederick MD

M&T Bank•Frederick, MD

9h•Onsite

About The Position

The Universal Banker supports the branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The role supports daily branch operations, including teller duties, customer transactions, appointments, and walk-in service. The banker identifies customer needs, recommends banking solutions, and refers complex needs to the appropriate team member or partner. The position is responsible for exceptional customer service, timely problem resolution, sales, and customer experience within the branch, while helping resolve branch-related operational issues. The role may involve 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. They must follow applicable compliance and operational risk controls and maintain required Federal SAFE Act registration requirements.

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 identified needs.
Engage customers through various banking channels, encourage digital banking capabilities, and provide solutions to meet their needs.
Explain the high-level criteria used to decision 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 banking relationships.
Deliver customer service that reflects established standards and addresses customer needs.
Manage the lobby by greeting customers, identifying their banking needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when servicing needs present product opportunities.
Support 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 customer overdrafts.
Accurately complete customer transactions and required branch operational activities.
Document customer interactions and appointments using the appropriate system.
Adhere to compliance and operational risk controls, Company policies, and regulatory standards.
Promote an inclusive environment that supports belonging and reflects the M&T Bank brand.
Maintain internal control standards, including timely implementation of audit points and issues raised by regulators, as applicable.
Meet and maintain Federal SAFE Act registration requirements.
Perform other related duties as assigned.