Universal Banker

M&T Bank•Annapolis, MD

27d•Onsite

About The Position

The Universal Banker specializes in 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 and meets customer service and sales needs as required by the assigned branch. The Universal Banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems in a timely manner, and drives sales and customer experience within the branch. It interacts with appropriate areas of the Bank to resolve branch operational issues efficiently and accurately. The jobholder may serve customers across a range of banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role calls for empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position also requires maintaining registration requirements under the Federal SAFE Act and adherence to applicable compliance, operational risk, internal control, audit, and regulatory standards. Other related duties may be assigned.

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.
Good organization skills.
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 lbs.
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 on Consumer and Business Banking solutions and their features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels, support use of digital capabilities, and explain 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 growth of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and providing appropriate solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a servicing need presents an opportunity for a product solution.
Assist with and remain 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 and approve customer overdrafts and help resolve overdraft issues.
Accurately complete customer transactions and 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 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 Federal SAFE Act registration requirements.
Complete other related duties as assigned.