Universal Banker

M&T Bank•Manchester, NH

22d•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 Universal Banker conducts 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 in a timely manner, and drives sales and customer experience within the branch. It interacts with appropriate Bank areas to resolve branch operational issues efficiently and accurately. The jobholder may serve customers across a range of banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role calls for empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position requires a high school diploma or equivalent (GED) and at least one year of proven retail sales, call center, customer service, or telesales experience. The stated pay range is $20.55–$34.25 per hour (USD); specific compensation depends on the successful candidate’s knowledge, skills, and experience. The position is located in Manchester, New Hampshire, United States of America.

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 lbs. 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 on Consumer and Business Banking solutions, explain their features and benefits, and recommend solutions based on identified needs.
Engage customers in different ways to bank and encourage use of digital capabilities during customer interactions.
Explain the high-level criteria used to decision loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify other 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 expansion of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering solutions at important moments.
Manage the lobby by greeting customers, proactively 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.
Stay current with 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 other 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 Federal SAFE Act registration requirements.
Complete other related duties as assigned.