M&T Bank
UniversalBanker
“Universal Banker at M&T Bank. Skills: sales, customer service, digital engagement. Educate customers and explain features and benefits of Consumer and Business Banking. Make recommendations based on the customer’s identified needs”
What You'll Achieve.
meeting and maintaining registration requirements under the Federal SAFE Act
Industry & Context.
critical thinking
Ability to stand for long periods of time, Prolonged use of hands and fingers, Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs., Ability to read fine print, Ability to interact with customers in an open face-to-face work environment
What They're Looking For.
Must Have
1 year’s proven retail sales, call center, customer service, or telesales experience, verbal communication skills, interpersonal skills, Ability to interact with varying customers (consumer to small business), Ability to effectively handle difficult customer conversations, Well-organized, Proven time management skills, Proven prioritization skills, Ability to work under critical time constraints in a team environment, Proficiency with internet user-level technology, registration requirements under the Federal SAFE Act
Nice to Have
Bilingual based on branch needs, Proven referral and/or sales ability
What You'll Do.
Educate customers and explain features and benefits of Consumer and Business Banking
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
Encourage and support 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
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
Actively engage in lobby management
meeting and greeting customers
Proactively inquire and take ownership to solve customer 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
BSA and KYC processes and related activities
Identify and escalate cases of suspected fraud
Resolve and accurately log all customer complaints in the appropriate system
approve and help resolve Consumer and Business Banking customer overdrafts
Accurately complete customer transactions
Complete related operational activities required by assigned branch
Document interactions and appointments with customers using the appropriate system
Adhere to applicable compliance/operational risk controls
Promote an environment that supports belonging and reflects the M&T Bank brand
Maintain M&T internal control standards
Complete other related duties as assigned
How You'll Work.
Team & Collaboration
Interact with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately; Introduce appropriate banking partner when servicing needs present an opportunity for a product solution
Communication Scope
verbal communication skills; interpersonal skills
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