Universal Banker

M&T Bank•Mechanicsburg, PA

2d•Onsite

About The Position

The Universal Banker specializes in delivering a strong branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations, including teller responsibilities, and meets customer service and sales needs. The banker holds scheduled and walk-in customer appointments, identifies customer needs, and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems, and helps drive sales and the customer experience within the branch. It requires interacting with other Bank teams to resolve operational issues efficiently and accurately. The role may include 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 experience in retail sales, a call center, customer service, or telesales.
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 lbs.
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 solutions based on identified needs.
Help customers use different banking channels and encourage and support digital banking capabilities.
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 help retain and expand Consumer and Business Banking relationships.
Meet customer service standards and provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, asking about their banking needs, and taking ownership of resolving them.
Introduce customers to an appropriate banking partner when a service 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 log them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and other 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 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.