M&T Bank
Financial Services
UniversalBanker
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Universal Banker at M&T Bank. Skills: Sales, Customer service, Relationship management. Educate customers on features and benefits. Explain Consumer and Business Banking products”
What You'll Achieve.
Resolve customer problems in a timely manner; Drive sales within the branch; Enhance customer experience within the branch
Industry & Context.
Problem resolution; Critical thinking
Ability to stand for long periods, Prolonged use of hands and fingers, Ability to lift 5 lbs. to 30 lbs., Ability to read fine print, Interact with customers face-to-face
What They're Looking For.
Must Have
1 year retail sales experience, 1 year call center experience, 1 year customer service experience, 1 year telesales experience, Verbal communication skills, Interpersonal skills, Ability to interact with varying customers, Ability to handle difficult customer conversations, Well-organized, Proven time management skills, Proven prioritization skills, Ability to work under critical time constraints, Ability to work in a team environment, Proficiency with internet user-level technology
Nice to Have
Bilingual based on branch needs, Proven referral ability, Proven sales ability
What You'll Do.
Educate customers on features and benefits
Explain Consumer and Business Banking products
Make recommendations based on customer needs
Engage customers to bank with us
Provide solutions to meet customer needs
Support use of digital capabilities
Explain loan application decisioning criteria
Complete servicing responsibilities
Lead with inquiries to identify opportunities
Follow the Bank’s sales process
Provide customer-focused advice
Reach out to customers for retention
Reach out to customers for expansion
Adhere to customer service standards
Provide a differentiated experience
Understand customer needs
Engage in lobby management
Meet and greet customers
Inquire about banking needs
Take ownership to solve needs
Introduce banking partners for solutions
Assist with AML processes
Assist with BSA processes
Assist with KYC processes
Identify suspected fraud cases
Escalate suspected fraud cases
Resolve customer complaints
Log customer complaints
Approve customer overdrafts
Resolve customer overdrafts
Complete customer transactions
Complete operational activities
Document interactions with customers
Document appointments with customers
Adhere to compliance controls
Adhere to operational risk controls
Maintain internal control standards
Implement audit points
Address issues raised by regulators
Meet registration requirements under SAFE Act
Complete other related duties
How You'll Work.
Team & Collaboration
Interact with appropriate areas within the Bank; Resolve branch-related operational issues
Communication Scope
Verbal communication
Full Job Description
**Overview:** Specializes in our branch customer experience through sales, service and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner. **Primary Responsibilities:** Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions. Explain the high-level criteria used to decision loan applications. Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for 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 and delivering solutions in moments that matter most to them. Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs. Introduce appropriate banking partner when servicing needs present an opportunity for a product solution. Assist and stay current with the 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 frau
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