Universal Banker - West Haven, CT

M&T Bank•West Haven, CT

8d•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 by performing teller duties and meeting customer service and sales needs. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems in a timely manner, and serves as a key driver of branch sales and customer experience. It works with relevant Bank areas to resolve operational issues efficiently and accurately. The role requires adaptability across a range of customer needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions, while exemplifying empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. The position is responsible for meeting and maintaining registration requirements under the Federal SAFE Act. The stated pay range is $20.55–$34.25 per hour; an individual’s compensation depends on their particular combination of knowledge, skills, and experience. The position is located in West Haven, Connecticut.

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 customers ranging from consumers to small businesses.
Ability to effectively handle difficult customer conversations.
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 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to meet and maintain registration requirements under the Federal SAFE Act.

Nice To Haves

Bilingual skills based on branch needs.
Proven referral and/or sales ability.

Responsibilities

Educate customers about Consumer and Business Banking solutions and recommend options based on their identified needs.
Engage customers through varied banking channels, encourage use of digital capabilities, and provide solutions that meet their needs.
Explain 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 expansion of Consumer and Business Banking relationships.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when a servicing need 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 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 other operational activities required by the assigned branch.
Document customer interactions and appointments in the appropriate system.
Follow applicable 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 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.