Universal Banker Hauppauge

M&T Bank•Hauppauge, NY

7d•$23 - $38•Onsite

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 as a Teller, handles customer appointments and walk-ins, identifies customer needs, and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems in a timely manner, and helps drive branch sales and customer experience. The Universal Banker may support a range of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role also works with other Bank areas to resolve branch operational issues efficiently and accurately. The jobholder is expected to demonstrate empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position has no managerial or supervisory responsibilities.

Requirements

High school diploma or 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.

Nice To Haves

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

Responsibilities

Educate customers about Consumer and Business Banking solutions, explain their features and benefits, and recommend options based on identified needs.
Engage customers through multiple banking channels, offer solutions, and encourage the 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 use customer inquiries to identify 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 and provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by meeting and greeting customers, identifying their needs, and taking ownership of solutions.
Introduce customers to appropriate banking partners when service needs present an opportunity for a product solution.
Support and stay current with Consumer and Business Banking 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 a workplace environment that supports belonging and reflects 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 registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.