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About the Role
Specializes in branch customer experience through sales, service, and digital engagement of Consumer and Business Banking customers. Supports daily branch operations as a Teller and meets customer service and sales needs. Holds customer appointments and handles walk-ins to identify needs, referring complex issues to appropriate team members. The Float Universal Banker travels to different branches within a designated area to assist staff as needed.
Responsibilities
- Educate customers on features and benefits of banking solutions, making recommendations based on identified needs.
- Engage customers to bank with us, providing solutions and encouraging digital capability use.
- Explain high-level criteria for loan application decisions.
- Complete servicing responsibilities for banking relationships and identify opportunities to address other banking needs.
- Follow the Bank’s sales process and provide customer-focused advice.
- Proactively reach out to customers to retain and expand banking relationships.
- Adhere to customer service standards and deliver differentiated experiences by understanding and solving customer needs.
- Engage in lobby management, greeting customers and taking ownership of their banking needs.
- Introduce appropriate banking partners when product solutions are identified.
- Assist with and stay current on Consumer and Business Banking AML, BSA, and KYC processes; identify and escalate suspected fraud.
- Resolve and accurately log all customer complaints.
- Review, approve, and help resolve customer overdrafts.
- Accurately complete customer transactions.
- Complete operational activities, including documenting customer interactions and appointments.
- Adhere to compliance and operational risk controls.
- Promote an environment that supports belonging and reflects the M&T Bank brand.
- Maintain internal control standards, including timely implementation of audit points and regulatory issues.
- Meet and maintain registration requirements under the Federal SAFE Act.
- Complete other assigned duties.
Requirements
- High school diploma or equivalent (GED).
- Minimum of 1 year's proven retail sales, call center, customer service, or telesales experience.
- Ability to travel between branches as needed.
- Strong verbal communication skills.
- Strong interpersonal skills.
- Ability to interact with diverse 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.
- Ability to stand for long periods.
- Prolonged use of hands and fingers.
- Ability to lift 5 lbs. to 30 lbs.
- Ability to read fine print.
- Ability to interact with customers in an open face-to-face work environment.
Skills
- Sales
- Customer Service
- Digital Engagement
- Teller Operations
- Relationship Management
- Communication
- Interpersonal Skills
- Problem Resolution
- Time Management
- Prioritization
- Teamwork
- Technology Proficiency
- Adaptability
- Flexibility
- Digital Fluency
- Entrepreneurial Spirit
- Critical Thinking
Location
- Buffalo, New York, United States of America
Work Type
- Full-time
- Hybrid
Experience Level
- 1+ year experience
Education Level
- High school diploma or equivalent (GED)
Salary/Compensations
- $18.68 - $31.14 Hourly (USD)
Benefits
- Competitive pay
- Market-informed pay
About the Company
- M&T Bank is committed to fair, competitive, and market-informed pay for its employees.