Universal Banker - Frederick MD

M&T Bank•Frederick, MD

2d•$22 - $36•Onsite

About The Position

The Universal Banker supports 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, and addresses customer service and sales needs. The 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 branch service, resolves customer problems in a timely manner, and drives sales and customer experience. It interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately. The role may involve new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

Requirements

High school diploma or 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 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Bilingual skills 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 different banking channels, provide solutions, and encourage use of digital capabilities.
Explain high-level criteria used to decide loan applications.
Service Consumer and Business Banking customer relationships, identify additional banking needs, and follow the Bank’s sales process to provide customer-focused advice and guidance.
Proactively contact customers to support retention and expansion of banking relationships.
Meet customer service standards 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 interaction presents a product opportunity.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve and accurately log customer complaints 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.
Adhere to 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 applicable issues raised by external regulators.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.