Universal Banker - Riverside, CT

M&T Bank•Greenwich, CT

3d•$23 - $38•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 and meets customer service and sales needs. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems promptly, and drives sales and customer experience within the branch. It interacts with appropriate Bank teams to resolve operational issues efficiently and accurately. The banker may serve customers across a range of needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. Success requires empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The role adheres to applicable compliance and operational risk controls, M&T internal control standards, and Federal SAFE Act registration requirements. It also supports an environment of belonging that reflects the M&T Bank 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 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 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, explain their features and benefits, and recommend options based on identified needs.
Engage customers through varied banking channels, offer solutions, and encourage and support digital banking capabilities.
Explain the high-level criteria used to make loan application decisions.
Perform 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 expansion of Consumer and Business Banking relationships.
Meet customer service standards and deliver a differentiated experience by understanding customer needs and providing appropriate solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of helping resolve them.
Introduce customers to appropriate banking partners when servicing needs reveal a potential product solution.
Stay current with and assist in 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.
Adhere to applicable compliance and operational risk controls and company or regulatory standards and policies.
Promote an 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.