Universal Banker

M&T Bank•Kennebunk, ME

11d

About The Position

The Universal Banker specializes in the branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The role supports daily branch operations as a Teller and meets customer service and sales needs. It holds customer appointments, including walk-ins, identifies customer needs, and refers complex needs to appropriate team members or partners. The position provides exceptional service and timely resolution of customer problems, while driving sales and customer experience within the branch. It interacts with other Bank areas to resolve operational issues efficiently and accurately. The jobholder may serve customers across a range of banking 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. The position is based in Kennebunk, Maine. The stated pay range is $18.68–$31.14 per hour; individual compensation depends on the successful candidate’s knowledge, skills, and experience.

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 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 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.
Encourage and support customers’ use of digital banking capabilities and offer ways to bank that meet their needs.
Explain the high-level criteria used to make loan application decisions.
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 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 finding solutions.
Introduce an appropriate banking partner when a servicing interaction 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 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.
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 Bank areas to resolve branch operational issues efficiently and accurately.
Adapt to customer needs across account opening, loan origination, problem resolution, video conferencing, and transaction processing.