Universal Banker

M&T Bank•Dallas, PA

8d•$19 - $31•Onsite

About The Position

The Universal Banker supports the branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The position supports daily branch operations by performing teller duties and addressing 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 role provides customer-focused guidance, completes banking transactions and servicing activities, supports new account opening and loan origination, and helps resolve customer problems and operational issues. The Universal Banker also contributes to relationship retention and growth, supports digital banking adoption, and follows applicable compliance, operational risk, audit, and internal control standards. The position requires adaptability across a range of branch activities and a customer-centered approach grounded in empathy, flexibility, digital fluency, 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.
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.
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 identified needs.
Engage customers through different banking channels, encourage use of digital capabilities, and provide solutions to meet their needs.
Explain the high-level criteria used to decide loan applications.
Complete 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 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 servicing needs present a product opportunity.
Support 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.
Comply with applicable operational risk controls, company policies, and regulatory standards.
Promote a workplace 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.
Perform other related duties as assigned.
Interact with appropriate Bank teams to resolve branch operational issues efficiently and accurately.
Adapt to customers’ banking needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing.