Universal Banker (Trapelo Rd branch)

M&T Bank•Belmont, MA

1d•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 conducts scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. It interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position may involve new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The position is located in Belmont, Massachusetts. The pay range is $21.68–$36.13 per hour, with specific compensation determined by the successful candidate’s knowledge, skills, and experience.

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 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 about Consumer and Business Banking solutions, explain features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels and encourage the use of digital capabilities.
Explain high-level criteria used to make loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify additional banking needs through customer inquiries.
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, identifying their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when servicing interactions reveal 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 and approve customer overdrafts and help resolve overdraft issues.
Accurately complete customer transactions.
Complete assigned 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 a workplace 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.