Universal Banker - Float

M&T Bank • Union, NJ

13d • Onsite

About The Position

The Universal Banker specializes in the branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The role supports branch operations by performing teller duties and addressing customer service and sales needs. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. As a float banker, the employee frequently travels among branches in a designated area to assist staff as needed.

This position provides exceptional branch service, resolves customer problems promptly, and drives sales and the customer experience. It interacts with other areas of the Bank to resolve branch operational issues efficiently and accurately. The job requires adaptability across customer needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing, while exemplifying empathy, customer centricity, flexibility, 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.
• Ability to travel between branches as needed.
• 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, 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.
• 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 make recommendations based on identified needs.
• Engage customers through different banking channels, provide solutions, and encourage use of digital capabilities.
• 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 banking relationships.
• Meet customer service standards by understanding customer needs and delivering appropriate solutions.
• Manage the lobby by greeting customers, proactively identifying needs, and taking ownership of resolving them.
• Introduce appropriate banking partners when service interactions reveal an opportunity for a product solution.
• Assist with and stay current on 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 other branch operational activities.
• Document customer interactions and appointments using the appropriate system.
• Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
• Promote a work environment that supports belonging and reflects the M&T Bank brand.
• Maintain M&T 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.
• Perform other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED