Part Time Universal Banker (29 hrs/week)

M&T Bank•Wappingers Falls, NY

7d•Onsite

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 as a Teller, handles customer appointments and walk-ins, identifies customer needs, and refers complex needs to appropriate team members or partners. The position provides customer-focused banking guidance, makes recommendations based on identified needs, supports digital banking engagement, completes transactions and servicing activities, and contributes to customer retention and relationship growth. It also supports branch operations, compliance, risk controls, and a welcoming customer experience. The role is part-time at 29 hours per week and is located in Wappingers Falls, New York.

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.
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 and recommend options based on their identified needs.
Encourage and support customers’ use of digital banking capabilities.
Explain high-level criteria used to decision loan applications.
Complete servicing responsibilities for Consumer and Business Banking customer 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 expansion of banking relationships.
Meet customer service standards and deliver a differentiated experience by understanding and responding to customer needs.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when a servicing interaction presents an opportunity for a product solution.
Assist with and remain current on Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve and accurately log customer complaints in the appropriate system.
Review, approve, and help resolve 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 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.
Interact with appropriate Bank areas to resolve branch operational issues efficiently and accurately.
Adapt to customers’ banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing.
Complete other related duties as assigned.