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Universal Banker
- Banking, Finance, Insurance, Accounting and Trade jobs
Description
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Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
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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.
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Explain the high-level criteria used to decision loan applications.
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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.
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Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
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Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
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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.
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Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs.
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Introduce appropriate banking partner when servicing needs present an opportunity for a product solution.
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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.
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Resolve and accurately log all customer complaints in the appropriate system.
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Review, approve and help resolve Consumer and Business Banking customer overdrafts.
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Accurately complete customer transactions.
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Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system.
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Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
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Promote an environment that supports diversity and reflects the M&T Bank brand.
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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.
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Responsible for meeting and maintaining registration requirements under the Federal SAFE Act.
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Complete other related duties as assigned.
Responsibilities
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High school diploma or equivalent (GED) and a minimum of 1 year’s proven retail sales, call center, customer service, or telesales experience
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Strong verbal communication skills
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Strong interpersonal skills
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Ability to interact with varying customers (consumer to small business)
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Ability to effectively handle difficult customer conversations
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Well-organized
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Proven time management skills
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Proven prioritization skills
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Ability to work under critical time constraints in a team environment
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Proficiency with internet user-level technology
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Bilingual based on branch needs
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Proven referral and/or sales ability
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Ability to stand for long periods of time
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Prolonged use of hands and fingers
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Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs.
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Ability to read fine print
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Ability to interact with customers in an open face-to-face work environment
Hard Skills
- Customer relations
- Relationship building
- Customer success
- Risk assessments
- Business analysis
- Meeting minutes
- Advanced language knowledge
Soft Skills
- Communication
- Adaptability
- Time management
- Organized
- Work well under pressure
