Universal Banker

Job Summary:

The Customer Experience Specialist will provide exceptional service to branch customers and resolve customer problems in a timely manner. This role is a key driver of sales and the customer experience within the branch.

Key Responsibilities:

• Provide personalized service to customers, identifying and meeting their financial needs through sales, service, and digital engagement.
• Support daily operations of the branch, including processing transactions, resolving customer complaints, and maintaining accurate records.
• Engage customers in a variety of ways to bank with M&T Bank, including new account opening, loan origination, and problem resolution.
• Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships.
• Actively engage in lobby management, meeting and greeting customers, and proactively inquiring and taking ownership to solve their banking needs.
• Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
• Assist and stay current with Consumer and Business Banking AML, BSA, and KYC processes and related activities, identifying and escalating cases of suspected fraud.
• Resolve and accurately log all customer complaints in the appropriate system.
• Review, 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 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.

Requirements:

• High school diploma or equivalent (GED) and a minimum of 1 year's proven retail sales, call center, customer service, or telesales experience.
• Strong verbal communication skills.
• Strong 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.

Preferred Qualifications:

• Bilingual based on branch needs.
• Proven referral and/or sales ability.

Physical Requirements:

• Ability to stand for long periods of time.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.