Universal Banker - Cheshire, CT

M&T Bank•Cheshire, CT

1d•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 branch operations by performing teller duties and meeting customer service and sales needs. The Universal Banker holds scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems promptly, and serves as a key driver of branch sales and customer experience. It interacts with appropriate 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. The role calls for 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, 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 their 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 ask questions to identify other 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 customer needs.
Manage the lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a service interaction presents an opportunity for a product solution.
Support and stay current with 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 and other branch operational activities.
Document customer interactions and appointments using 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 audit points and addressing issues raised by external regulators, as applicable.
Meet and maintain registration requirements under the Federal SAFE Act.
Perform other related duties as assigned.