Universal Banker
UniversalBanker-Float
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Universal Banker - Float at Universal Banker. Skills: Sales, Customer service, Digital engagement. 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 refers complex customer needs to the appropriate team member/partner.”
What You'll Achieve.
Key driver of sales and the customer experience within the branch.; Provide exceptional service to branch customers and resolving customer problems in a timely manner.
Industry & Context.
Critical thinking; Resolve and accurately log all customer complaints in the appropriate system.; Review, approve and help resolve Consumer and Business Banking customer overdrafts.
Frequently travel to different branches within a designated area to assist branch staff as needed., Ability to work under critical time constraints in a team environment., Physical Requirements: 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, Ability to easily travel between branches on an as needed basis, Ability to interact with varying customers (consumer to small business), Ability to effectively handle difficult customer conversations, Proficiency with internet user-level technology, 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, Meeting and maintaining 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.
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 refers complex customer needs to the appropriate team member/partner.
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
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 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
including documenting interactions and appointments with customers using the appropriate system.
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 together with any issues raised by external regulators as applicable.
Complete other related duties as assigned.
How You'll Work.
Team & Collaboration
Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.; Interact with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.
Communication Scope
Verbal communication skills; Interpersonal skills
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. Float Universal Banker will frequently travel to different branches within a designated area to assist branch staff as needed. **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
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