Universal Banker

M&T Bank•Newport, VT

5d•Onsite

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, meets customer service and sales needs, and conducts scheduled and walk-in customer appointments to identify needs and refer complex matters to the appropriate team member or partner. This position provides exceptional service, resolves customer problems, and drives sales and customer experience within the branch. The Universal Banker works with appropriate Bank teams to resolve operational issues and adapts to a range of customer needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role calls for 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.
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.
Ability to meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Bilingual skills, 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 customers to use digital banking capabilities and offer appropriate ways to bank.
Explain high-level criteria used to make decisions on 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 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 branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when service interactions reveal a product opportunity.
Stay current with 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 and approve customer overdrafts and help resolve overdraft issues.
Accurately complete customer transactions and other assigned branch operational activities.
Document customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, regulatory standards, and M&T internal control standards.
Implement internal and external audit points in a timely manner and address issues raised by external regulators, as applicable.
Meet and maintain registration requirements under the Federal SAFE Act.
Promote a workplace environment that supports belonging and reflects the M&T Bank brand.
Perform other related duties as assigned.