Pipeline Universal Banker- Central Virginia Region

M&T Bank•Ashland, VA

17h•Onsite

About The Position

This role is part of M&T Bank’s Banker Talent Pipeline and is not tied to a specific current opening. The pipeline allows the bank to consider qualified candidates for future Banker opportunities; review and response times may be longer than for active openings. The role focuses on branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. It also supports daily branch operations, including teller duties, customer appointments, walk-in assistance, and referrals of complex needs to appropriate team members. The position provides exceptional service, resolves customer problems, and drives sales and customer experience within the branch. It works with other bank areas to resolve branch operational issues and may serve customers across a range of needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The jobholder 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.
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.
Engage customers through different banking channels, encourage use of digital capabilities, and provide solutions that meet their needs.
Explain high-level criteria used to make loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify additional banking needs through customer inquiries.
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 by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when servicing conversations reveal an opportunity for a product solution.
Stay current with and assist in 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 Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
Promote a workplace 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 Federal SAFE Act registration requirements.
Perform other related duties as assigned.
Interact with appropriate Bank areas to ensure branch operational issues are resolved efficiently and accurately.
Adapt to customer needs across account opening, loan origination, problem resolution, video conferencing, and transaction processing.