Universal Banker - Somers, CT

M&T Bank•Somers, CT

4d•$21 - $34

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 and performs teller duties, meeting customer service and sales needs as required by the assigned branch. The Universal Banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems in a timely manner, 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 may serve customers across a range of banking 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. The position has no managerial or supervisory responsibilities. Compensation is $20.55–$34.25 per hour; the successful candidate’s specific compensation will depend on their 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, depending 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 solutions based on identified needs.
Engage customers through different banking channels, provide suitable solutions, and encourage 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 relevant solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when a service interaction presents 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 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 standards and policies.
Promote a workplace 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.