Universal Banker (Vestal Pkwy Branch)

M&T Bank•Vestal, NY

10d•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, including teller duties, customer transactions, appointments, walk-in service, and referrals to appropriate partners for complex needs. The position is responsible for exceptional customer service, timely problem resolution, sales, and the customer experience within the branch, while coordinating with other Bank areas to resolve operational issues. The banker may support a range of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role requires adaptability, empathy, customer centricity, flexibility, digital fluency, entrepreneurial spirit, and critical thinking. The banker must follow applicable compliance and operational risk controls, maintain internal control standards, and meet Federal SAFE Act registration requirements. The position is located in Vestal, New York.

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 customers ranging 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 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.
Responsible for meeting and maintaining Federal SAFE Act registration requirements.

Nice To Haves

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

Responsibilities

Educate customers on Consumer and Business Banking solutions and recommend options based on their identified needs.
Encourage customers to use digital banking capabilities and engage them through multiple banking channels.
Explain high-level criteria used to decision loan applications.
Service Consumer and Business Banking customer 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 banking relationships.
Meet customer service standards and deliver solutions based on customer needs.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when a service interaction presents a product opportunity.
Support and stay current with Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve and accurately log customer complaints 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 in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
Promote a sense of 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.
Complete other related duties as assigned.