Universal Banker (Trapelo Rd branch)

M&T Bank•Belmont, MA

1d•$22 - $36•Onsite

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 duties, and addresses customer service and sales needs. The banker meets with customers by appointment or as walk-ins to identify needs and refers complex needs to the appropriate team member or partner. This position provides customer-focused banking guidance, supports transactions and servicing activities, contributes to customer retention and relationship growth, and helps resolve customer and branch operational issues. The role may involve new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The banker is expected to demonstrate 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

Explain Consumer and Business Banking solutions, their features and benefits, and recommend options based on customers’ identified needs.
Engage customers through various banking channels, offer solutions, and encourage and support the use of digital capabilities.
Explain the high-level criteria used to make loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking 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 and providing appropriate solutions.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when service interactions present an opportunity for a product solution.
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 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 or regulatory standards and policies.
Promote a sense of belonging and reflect 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.