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Customer Service and Sales Representative

1 month ago

Newton, Massachusetts, United States M&T Bank Full time

About the Role:


M&T Bank is committed to providing exceptional customer service and sales experiences for our Consumer and Business Banking customers.


The Universal Banker plays a critical role in achieving this goal by specializing in branch customer experience through sales, service, and digital engagement.


This position supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch.


The Universal Banker holds customer appointments scheduled by customers and/or branch team members, as well as walk-in appointments, to identify customer needs and refers complex customer needs to the appropriate team member or partner.


Key Responsibilities:



  • Educate customers on features and benefits of Consumer and Business Banking solutions and make recommendations based on identified customer needs.
  • Engage customers in various ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.
  • Explain high-level criteria used to decision loan applications.
  • Complete servicing-related responsibilities specific to Consumer and Business Banking customer relationships and lead 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 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 appropriate system.
  • Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
  • Accurately complete customer transactions.
  • Complete related operational activities required by the 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.

About the Benefits:


We offer a competitive salary range of $20.00 - $32.60 per hour, commensurate with experience. The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.


Location: Newtonville, Massachusetts, United States of America