Universal Banking Specialist

1 week ago

New York, New York, United States M&T Bank Full time
Job Summary

We are seeking a highly skilled and customer-focused Universal Banker to join our team at M&T Bank. As a Universal Banker, you will be responsible for providing exceptional service to our branch customers, resolving customer problems in a timely manner, and driving sales and customer experience within the branch.

Key Responsibilities
  • Educate customers on Consumer and Business Banking solutions and make recommendations based on their identified needs.
  • Engage customers in various ways to bank with us and provide solutions to meet their needs, encouraging the use of digital capabilities in customer interactions.
  • Explain the high-level criteria used to decide 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 partners when servicing needs present an opportunity for a product solution.
  • Assist and stay current with the Consumer and Business Banking AML, BSA, and KYC processes and related activities. Identify and escalate 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.
Equal Employment Opportunity

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $28.11 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

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

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