Universal Banker

M&T Bank•Endicott, NY

26d•$19 - $31

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, including teller duties, and meets customer service and sales needs as required by the assigned branch. The banker holds customer appointments and assists walk-in customers to identify their needs, referring complex needs to the appropriate team member or partner. This 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 branch operational issues efficiently and accurately. The role may serve customers across a range of banking needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, 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, with proven time management and prioritization skills.
Ability to work under critical time constraints in a team environment.
Proficiency with internet user-level technology.

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 the use of digital capabilities.
Explain the high-level criteria used to make loan application decisions.
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 growth of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and providing appropriate solutions.
Manage the branch lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when servicing needs present 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 and accurately log customer complaints 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, Company policies, and regulatory standards.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of audit points and issues raised by external regulators, as applicable.
Meet and maintain registration requirements under the Federal SAFE Act.
Perform other related duties as assigned.