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Universal Banker
| Company | M&T Bank |
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| Location | Agawam, MA, USA |
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| Salary | $18 – $28.11 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior |
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Requirements
- High school diploma or equivalent (GED)
- 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
Responsibilities
- Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
- Engage customers in a variety of ways to bank with us and provide solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions.
- Explain the high-level criteria used to decision 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 partner when servicing needs present an opportunity for a product solution.
- Assist and stay current with the 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 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.
Preferred Qualifications
- Bilingual based on branch needs
- Proven referral and/or sales ability
