About This Role
This role specializes in the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The Universal Banker supports daily branch operations as a Teller and addresses customer service and sales needs, holding appointments to identify customer needs and referring complex issues to appropriate partners.
Responsibilities
- Educate customers and explain features and benefits of Consumer and Business Banking solutions, making recommendations based on identified needs
- Engage customers in various ways to bank and provide solutions, encouraging and supporting the use of digital capabilities
- Explain high-level criteria used to decision loan applications
- Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead inquiries to identify other banking needs
- Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance
- Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships
- Adhere to established customer service standards and provide a differentiated experience by understanding customer needs
- Actively engage in lobby management, meeting and greeting customers, and proactively inquiring and taking ownership to solve banking needs
- Introduce appropriate banking partners when servicing needs present an opportunity for a product solution
- Assist and stay current with Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities
- Identify and escalate cases of suspected fraud
- Resolve and accurately log all customer complaints in the appropriate system
- Review, approve, and help resolve Consumer and Business Banking customer overdrafts
- Accurately complete customer transactions
- Complete related operational activities required by the assigned branch, including documenting interactions and appointments with customers
- Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies
- 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 issues raised by external regulators
- Meet and maintain registration requirements under the Federal SAFE Act
- Complete other related duties as assigned
Requirements
- High school diploma or equivalent (GED)
- Minimum of 1 year of proven retail sales, call center, customer service, or telesales experience
