Universal Banker

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 include educating customers, explaining features and benefits of Consumer and Business Banking solutions, making recommendations, engaging customers in a variety of ways to bank with us, providing solutions, encouraging and supporting the use of digital capabilities in customer interactions, explaining high‑level criteria used to decide loan applications, completing servicing‑related responsibilities specific to Consumer and Business Banking customer relationships, following the Bank’s sales process, proactively reaching out to customers to contribute to retention and expansion of all Consumer and Business Banking relationships, and delivering a differentiated experience that meets their needs.

This role also involves lobby management, customer reception, exchange of appropriate banking partner referrals, staying current with AML/BSA/KYC processes, identifying and escalating suspected fraud, resolving and logging complaints, reviewing overdrafts, completing related operational activities, adhering to compliance and operational risk controls, promoting a brand‑aligned environment, maintaining internal control standards and complying with the Federal SAFE Act.

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 job requires empathy, customer centricity, flexibility, digital fluency, entrepreneurial spirit and critical thinking to support the company culture and brand.

Customers may encounter a variety of operating capacities, including new account opening, loan origination, problem resolution, video conferencing and transaction processing.

Not Applicable

• High school diploma or equivalent (GED)
• Minimum of 1 year of proven retail sales, call center, customer service, or telesales experience
• Strong verbal communication and interpersonal skills
• Ability to interact with varying customers (consumer to small business)
• Ability to effectively handle difficult customer conversations
• Well‑organized with proven time‑management and 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

Pay range: $22.79 – $37.99 hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Wayne, New Jersey, 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.