Universal Banker

M&T Bank•Newport, VT

6d•$19 - $31

About The Position

The Universal Banker supports the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations, including teller transactions, customer appointments, walk-in service, and referrals for complex needs. The position adapts to a range of customer needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing. This role provides exceptional customer service, resolves customer problems in a timely manner, and contributes to branch sales and customer experience. The Universal Banker also works with appropriate Bank teams to resolve branch operational issues and supports the Bank’s culture and brand through empathy, customer focus, flexibility, 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 effectively handle difficult customer conversations.
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.

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 suited to their needs.
Explain the high-level criteria used to decision loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and ask questions to identify additional 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 appropriate solutions.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when service needs create an opportunity for a product solution.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve customer complaints and accurately record 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 and Company and regulatory policies.
Promote an inclusive environment that supports belonging and reflects the M&T Bank brand.
Maintain 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.