Universal Banker Float

M&T Bank; Town of Hamburg (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in banking is seeking a dynamic Float Universal Banker to enhance customer experiences through exceptional service and sales. This role involves engaging with customers, promoting digital banking solutions, and providing tailored advice to meet their financial needs. The ideal candidate will possess strong communication skills and the ability to handle complex customer interactions. With opportunities for growth and a focus on operational efficiency, this position is perfect for someone looking to make a meaningful impact in a customer-centric environment.

Qualifications

• 1+ year of retail sales or customer service experience required.
• Strong communication and organizational skills essential.

Responsibilities

• Educate customers on banking solutions and promote digital capabilities.
• Resolve customer complaints and maintain compliance standards.

Skills

Customer Service

Sales

Communication

Interpersonal Skills

Problem Resolution

Education

High School Diploma or GED

Tools

Basic Technology Proficiency

Job description

Specializes in our branch customer experience through sales, service, and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and/or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member/partner. Float Universal Banker will frequently travel to different branches within a designated area to assist branch staff as needed.

Primary Responsibilities:

1. Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs.
2. Engage customers in various ways to bank with us and promote digital capabilities in customer interactions.
3. Explain the high-level criteria used to decide loan applications.
4. Complete servicing responsibilities specific to Customer relationships and identify opportunities for other banking needs.
5. Follow the Bank’s sales process and provide customer-focused advice and guidance.
6. Proactively reach out to customers to retain and expand banking relationships.
7. Adhere to customer service standards and deliver solutions that matter most to customers.
8. Engage in lobby management, greet customers, and proactively address their banking needs.
9. Introduce appropriate banking partners for product solutions.
10. Stay current with AML, BSA, and KYC processes, and escalate suspected fraud cases.
11. Log and resolve customer complaints accurately.
12. Review and resolve overdrafts.
13. Accurately complete customer transactions.
14. Document interactions and appointments using the appropriate system.
15. Adhere to compliance and operational risk controls.
16. Maintain internal control standards and address audit and regulatory issues.
17. Meet and maintain Federal SAFE Act registration requirements.
18. Perform other duties as assigned.

Scope of Responsibilities:

Provide exceptional service, resolve problems promptly, and drive sales and customer experience. Collaborate across departments to ensure operational efficiency. Demonstrate empathy, customer centricity, flexibility, digital fluency, entrepreneurial spirit, and critical thinking. Adapt to serve all banking needs, including new accounts, loans, problem resolution, and transactions.

Managerial/Supervisory Responsibilities:

Not Applicable

Education and Experience Required:

• High school diploma or GED with at least 1 year of retail sales, call center, customer service, or telesales experience.
• Ability to travel between branches as needed.
• Strong communication and interpersonal skills.
• Ability to handle difficult customer conversations.
• Well-organized with proven prioritization and time management skills.
• Proficiency with internet and basic technology.

Education and Experience Preferred:

• Bilingual skills based on branch needs.
• Proven referral or sales ability.

Physical Requirements:

• Ability to stand for long periods.
• Prolonged use of hands and fingers.
• Ability to lift 5 to 30 lbs.
• Ability to read fine print.
• Ability to work in a face-to-face environment.

M&T Bank is committed to fair, competitive pay. The pay range is $18.00 - $28.11 per hour (USD). Compensation depends on knowledge, skills, and experience.

Location

Hamburg, New York, United States of America

About the company

M&T Bank Corporation is an American bank holding company headquartered in Buffalo, New York.