Universal Banker

M&T Bank•Dallas, PA

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, including teller duties, customer service, and sales. 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 promptly, and drives sales and customer experience within the branch. It involves working with appropriate Bank teams to resolve operational issues and adapting to a range of customer 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 in support of the Company’s culture and brand.

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 variety 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 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 based 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 and encourage and support use of digital capabilities.
Explain high-level criteria used to decide 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 Consumer and Business Banking relationships.
Meet customer service standards and provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when a servicing need presents an opportunity for a product solution.
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 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 in accordance with Company and regulatory standards and policies.
Promote an environment 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.
Interact with appropriate areas of the Bank to resolve branch operational issues efficiently and accurately.
Adapt to customer needs that may include new account opening, loan origination, problem resolution, video conferencing, and transaction processing.