Part Time Universal Banker (29 hrs/week)

M&T Bank•Wappingers Falls, NY

8d•$21 - $34•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 as a Teller and meets customer service and sales needs as required by the assigned branch. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems in a timely manner, and drives sales and customer experience within the branch. It interacts with appropriate Bank areas to resolve branch operational issues efficiently and accurately. The banker may serve customers in multiple capacities, including new 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 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.

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 different banking channels, provide 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.
Reach out proactively to customers to support retention and expansion of banking relationships.
Meet customer service standards and deliver solutions tailored to customer needs.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of solutions.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve and accurately log customer complaints in the appropriate system.
Review, approve, and help resolve 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 and Company or regulatory policies.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain internal control standards, including timely implementation of audit points and issues raised by external regulators, as applicable.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.