Universal Banker

Overview

Specializes in 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.

• Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on 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 decide loan applications and complete servicing‑related responsibilities for Consumer and Business Banking customer relationships.
• 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.
• Actively engage in lobby management, meeting and greeting customers, and proactively inquire and take 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 the Consumer and Business Banking AML, BSA and KYC processes and related activities; identify and expedite 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 and related operational activities required by the assigned branch, including documenting interactions and appointments in 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 and 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.

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. It is a key driver of sales and the customer experience within the branch, interacting with appropriate areas within the Bank to ensure branch‑related operational issues are resolved efficiently and accurately. The role exemplifies empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand.

Not Applicable

• 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.

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

• Ability to stand for long periods of time.
• Prolonged use of hands and fingers.
• Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs.
• Ability to read fine print.
• Ability to interact with customers in an open face‑to‑face work environment.

The pay range for this position is $18.68 - $31.14 hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Milton, Vermont, United States of America

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws. M&T Bank Corporation has policies and procedures in place to promote a drug‑free workplace.

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