Universal Banker - Somers, CT

M&T Bank•Somers, CT

3d•Onsite

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, meets customer service and sales needs, and conducts scheduled and walk-in appointments to identify customer needs and refer complex needs to appropriate team members or partners. The position provides exceptional service, resolves customer problems in a timely manner, and helps drive sales and customer experience within the branch. It works with other Bank teams to resolve branch operational issues efficiently and accurately. The jobholder may support a range of banking needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions, while demonstrating empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

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 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.
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.

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 their identified needs.
Engage customers through different banking channels, encourage digital banking capabilities, and provide solutions that meet their needs.
Explain high-level criteria used to make loan application decisions.
Perform servicing responsibilities for Consumer and Business Banking customer 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 and deliver a differentiated experience by understanding customer needs.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when a servicing interaction presents a product opportunity.
Assist with and stay current on 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 Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and other branch operational activities.
Document customer interactions and appointments using the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
Promote a sense of belonging and reflect the M&T Bank brand.
Maintain internal control standards, including timely implementation of audit points and issues raised by external regulators, as applicable.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.