Universal Banker - Float
About The Position
The Universal Banker specializes in 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 at assigned branches. The Float Universal Banker frequently travels among branches in a designated area to assist staff as needed. The position handles customer appointments and walk-ins, identifies customer needs, and refers complex needs to appropriate team members. It provides customer-focused advice, supports digital banking engagement, completes transactions and servicing activities, and contributes to customer retention and relationship growth. The role also supports branch operations, compliance, risk controls, and the M&T Bank customer experience and brand.
Requirements
- High school diploma or GED equivalent.
- 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 pounds.
- Ability to read fine print.
- Ability to interact with customers in an open, face-to-face work environment.
- 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 about Consumer and Business Banking solutions and recommend options based on identified needs.
- Encourage customers to use digital banking capabilities and engage through a variety of banking channels.
- Explain high-level criteria used to decision loan applications.
- Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address other banking needs.
- Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
- Reach out proactively to customers to support retention and expansion of banking relationships.
- Meet customer service standards and deliver solutions based on customer needs.
- Manage the lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
- Introduce appropriate banking partners when a service interaction creates an opportunity for a product solution.
- Support Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
- Resolve and accurately log customer complaints in the appropriate system.
- Review, approve, and help resolve customer overdrafts.
- Accurately complete customer transactions.
- Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
- Adhere to compliance and operational risk controls, Company policies, and regulatory standards.
- Promote belonging and reflect the M&T Bank brand.
- Maintain internal control standards, including timely implementation of 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.
- Travel between branches as needed to assist branch staff and serve customers.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
