Universal Banker- Potomac MD

M&T Bank; Potomac (MD); On-site; USD 29,000 - 50,000; Full time

Job summary

M&T Bank in Potomac, MD, seeks a Branch Teller to deliver exceptional customer service and assist with daily branch operations. You will educate customers on Consumer and Business Banking solutions, process transactions, and support sales opportunities while maintaining compliance and AML controls.

As part of the branch team, you will greet customers, handle inquiries, and refer more complex needs to appropriate partners, contributing to a differentiated, customer-centric experience.

Qualifications

• High school diploma or GED required.
• Minimum 1 year of proven retail sales, call center, customer service, or telesales experience.
• Strong verbal communication and interpersonal skills.

Responsibilities

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on identified needs.
• Engage customers to bank with us and promote digital capabilities in interactions.
• Explain criteria used to decision loan applications.
• Perform servicing-related duties for Consumer and Business Banking relationships and identify opportunities to upsell.
• Follow sales process and provide customer-focused guidance.
• Proactively reach out to retain and expand Customer relationships.
• Maintain customer service standards and deliver a differentiated experience.
• Assist in lobby management and greet customers; identify opportunities for product solutions.
• Refer banking partners when appropriate opportunities arise.
• Adhere to AML/BSA/KYC processes and escalate suspected fraud.
• Resolve and log customer complaints; review and resolve overdrafts.
• Process customer transactions and document interactions in the system.
• Comply with risk controls and audit points; support brand execution.
• Support an environment of belonging and reinforce the M&T Bank brand.
• Maintain internal controls and respond to regulator points.

Skills

Retail sales experience

Customer service

Verbal communication

Interpersonal skills

Time management

Prioritization

Teamwork

Technology literacy

Bilingual (optional)

Education

High school diploma or GED

1 year of proven retail sales / customer service experience

Bilingual based on branch needs

Referral and/or sales ability

Job description

Overview

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.

Primary 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 escalation 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 belonging 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.

Scope of Responsibilities

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. The position is a key driver of sales and the customer experience within the branch. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand. In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial/Supervisory Responsibilities

Not Applicable

Education and Experience Required

• 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

Education and Experience Preferred

• 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 weighting 5 lbs. to 30 lbs.
• Ability to read fine print
• Ability to interact with customers in an open face-to-face work environment

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $21.68 - $36.13 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Potomac, Maryland, United States of America