Universal Banker

M&T Bank•South Berwick, ME

21d•$19 - $31•Onsite

About The Position

The Universal Banker specializes in the branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The role supports branch operations by performing teller duties and meeting customer service and sales needs. The Universal 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 branch customer service, resolves problems promptly, and drives sales and customer experience. It works with appropriate areas of the Bank to resolve branch operational issues efficiently and accurately. The jobholder may support a range of customer needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The role calls for empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

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.
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 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, explain their features and benefits, and recommend options based on identified needs.
Engage customers through different banking channels, offer solutions, and encourage use of digital capabilities.
Explain the high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and use 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 by understanding customer needs and delivering solutions at important moments.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when service interactions reveal an opportunity for a product solution.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes and 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.
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 belonging and reflect 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.