Universal Banker

M&T Bank•Endicott, NY

24d•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. The Universal Banker holds customer appointments scheduled by customers or the branch team, serves walk-in customers, identifies customer needs, and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems in a timely manner, and acts as a key driver of sales and customer experience within the branch. It interacts with appropriate areas of the Bank 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 exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand.

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 about Consumer and Business Banking solutions and their features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels, support the use of digital capabilities, and provide solutions to meet their needs.
Explain the high-level criteria used to make loan application decisions.
Complete servicing-related 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 reach out to customers to support retention and expansion of Consumer and Business Banking relationships.
Meet customer service standards and provide a differentiated experience by understanding and addressing customer needs.
Manage the lobby by greeting customers, proactively asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a servicing interaction presents 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 and approve customer overdrafts and help resolve related 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 in accordance with Company or regulatory standards and policies.
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 registration requirements under the Federal SAFE Act.
Perform other related duties as assigned.