Universal Banker- Float
Company: M&T Bank
Posted on: January 17, 2022
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.
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
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
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
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
Review, approve and help resolve Consumer and Business Banking
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 diversity 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.
Responsible for meeting and maintaining registration requirements
under the Federal SAFE Act.
Complete other related duties as assigned.
Scope of Responsibilities:
The position is responsible for providing exceptional service to
branch customers and resolving customer problems in a timely
manner. - The position is a key driver of sales and the customer
experience within the branch. - The position is responsible for
interacting with appropriate areas within the Bank to ensure
branch-related operational issues are resolved efficiently and
accurately. - It is important for the jobholder to exemplify
empathy, customer centricity, flexibility and adaptability, digital
fluency, entrepreneurial spirit and critical thinking in support of
the Company's culture and brand. - In functioning in multiple
capacities within the branch, it is important for the jobholder to
be adaptable to service any and all banking needs of the customer,
inclusive of new account opening or loan origination, problem
resolution, video conferencing and processing of transactions.
Education and Experience Required:
High school diploma or equivalent (GED) and a minimum of 1 year's
proven retail sales, call center, customer service, or telesales
Ability to easily travel between branches on an as needed basis
Strong verbal communication skills
Strong interpersonal skills
Ability to interact with varying customers (consumer to small
Ability to effectively handle difficult customer conversations
Proven time management skills
Proven prioritization skills
Ability to work under critical time constraints in a team
Proficiency with internet user-level technology
Education and Experience Preferred:
Bilingual based on branch needs
Proven referral and/or sales ability
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
Ability to read fine print
Ability to interact with customers in an open face-to-face work
Springville, New York, United States of America
Keywords: M&T Bank, Buffalo , Universal Banker- Float, Other , Springville, New York
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