Universal Banker - Floater- Hagerstown MD and surrounding branches

M&T Bank•Hagerstown, MD

6d•$19 - $31•Onsite

About The Position

The Universal Banker - Floater supports the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports branch operations as a Teller and meets customer service and sales needs at assigned branches. It includes holding customer appointments and walk-in appointments to identify needs, referring complex needs to the appropriate team member or partner, and frequently traveling among branches in a designated area to assist staff. The position provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. The Universal Banker works with appropriate Bank areas to resolve branch operational issues efficiently and accurately. The role may serve customers across a range of banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder is expected to demonstrate empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand. The role also requires compliance with applicable policies, regulations, internal controls, and 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.
Ability to travel easily 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 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 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, explain their features and benefits, and make recommendations based on identified needs.
Engage customers through varied banking channels, offer solutions, and encourage the use of digital capabilities.
Explain high-level criteria used to decide loan applications.
Perform 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 Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when service interactions reveal product opportunities.
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 Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Adhere to applicable compliance and operational risk controls and Company or regulatory standards and policies.
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 Federal SAFE Act registration requirements.
Travel among branches as needed to assist branch staff.
Complete other related duties as assigned.