Universal Banker- Valley Mall Branch/ Hagerstown MD

M&T Bank•Hagerstown, MD

4d•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 daily branch operations by performing teller duties and meeting customer service and sales needs. The banker holds customer appointments scheduled by customers or the branch team, assists walk-in customers, identifies their needs, and refers complex needs to the appropriate team member or partner. The position provides exceptional service, helps resolve customer problems promptly, and serves as a key driver of sales and customer experience within the branch. It involves working with appropriate Bank areas to resolve branch operational issues efficiently and accurately. 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 empathy, customer centricity, flexibility, adaptability, 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.
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 recommend options 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 make loan application decisions.
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 delivering 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 service interaction presents a product opportunity.
Stay current with 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, 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.
Perform other related duties as assigned.