Universal Banker

M&T Bank•Southampton, PA

17d•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 and meets customer service and sales needs. The banker holds customer appointments, including walk-ins, identifies customer needs, and refers complex needs to appropriate team members or partners. The position provides exceptional service, resolves customer problems promptly, and serves as a key driver of branch sales and customer experience. It interacts with relevant Bank teams 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, and 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 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.
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.
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 and recommend options based on identified needs.
Encourage customers to use digital banking capabilities and provide solutions through a variety of banking channels.
Explain high-level criteria used to decide loan applications.
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 based on customer needs.
Manage the lobby by greeting customers, identifying their needs, and taking ownership of solutions.
Introduce customers to appropriate banking partners when service needs reveal a product opportunity.
Assist with and stay current on 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, approve, and help resolve customer overdrafts.
Accurately complete customer transactions and other operational activities required by the assigned branch.
Document customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
Promote 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.
Perform other related duties as assigned.