Market Universal Banker; Buffalo North

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.

• 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 escalated 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.

• 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…