Universal Banker

We are seeking a highly motivated and customer-focused Universal Banker to join our team in Rockville, MD. As a key member of our branch team, you will be responsible for providing exceptional service to our customers, resolving their banking needs, and promoting our Consumer and Business Banking solutions.

• Educate customers on our banking products and services, and make recommendations based on their needs.
• Engage customers in various ways to bank with us, and provide solutions to meet their needs.
• Explain the loan application process and criteria used to make decisions.
• Complete servicing-related responsibilities for Consumer and Business Banking customer relationships.
• Follow our sales process and provide simplified, customer-focused advice and guidance.
• Proactively reach out to customers to contribute to the retention and expansion of our banking relationships.
• Adhere to our customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• 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 our Consumer and Business Banking AML, BSA, and KYC processes and related activities.
• 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 our branch, including documenting interactions and appointments with customers.

• 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.

• 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 weighing 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face-to-face work environment.

M&T Bank is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans.