Universal Banker - Shelton, CT

M&T Bank•Shelton, CT

1d•$23 - $38•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 by performing Teller duties and meeting customer service and sales needs. The 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 promptly, 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 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 is based in Shelton, Connecticut. The stated pay range is $22.79–$37.99 per hour; an individual candidate’s compensation will depend on their knowledge, skills, and experience.

Requirements

High school diploma or GED equivalent.
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 effectively handle difficult customer conversations.
Well-organized.
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 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to meet and maintain 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, explain their features and benefits, and recommend options based on identified needs.
Engage customers through different banking channels, encourage use of digital capabilities, and provide solutions that meet their needs.
Explain the high-level criteria used to decision loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and use customer inquiries to identify other 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 and provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, proactively identifying their banking 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 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.
Follow applicable compliance and operational risk controls in accordance with company and 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.
Complete other related duties as assigned.