Universal Banker - Vernon, CT

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 and refer complex cases to the appropriate team member or partner.

• 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 them, encouraging and supporting the use of digital capabilities in interactions.
• Explain high‑level criteria used to decide loan applications.
• Complete servicing‑related responsibilities specific to Consumer and Business Banking customer relationships and 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.
• Actively engage in lobby management, meet and greet 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 AML, BSA, and KYC processes and related activities, identify and report suspected fraud, and resolve and log customer complaints.
• Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
• Accurately complete customer transactions and document interactions and appointments using the appropriate system.
• Adhere to compliance and operational risk controls in accordance with company and regulatory standards.
• Maintain internal control standards, including the timely implementation of audit points and regulator issues.
• Meet and maintain 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 of the bank to ensure branch‑related operational issues are resolved accurately and efficiently. The role requires empathy, customer centricity, flexibility, digital fluency, entrepreneurial spirit, and critical thinking to support the company culture and brand.

Not Applicable

Required:

High school diploma or equivalent (GED) and at least 1 year of proven retail sales, call center, customer service, or telesales experience. Strong verbal communication, interpersonal skills, ability to handle difficult customer conversations, organization, time‑management, prioritization, and teamwork.

Proficiency with internet user‑level technology and bilingual ability based on branch needs. Proven referral and/or sales ability.

Ability to stand for long periods, use hands and fingers for prolonged periods, lift 5–30 lbs, read fine print, and interact with customers in a face‑to‑face environment.

Hourly rate: $20.55 – $34.25 (USD).

Location:

Vernon, Connecticut, United States.

Competitive benefits include medical and retirement plans, and forty hours of paid volunteer time each year.

M&T Bank is unwavering in 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.