Bilingual Spanish Universal Banker- Golden Mile Branch / Frederick MD

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.

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 escalate 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

• Responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner
• Key driver of sales and the customer experience within the branch
• Responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately
• Exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company's culture and brand
• 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

Requirements

• High school diploma or equivalent (GED)
• Minimum of 1 year's proven retail sales, call center, customer service, or telesales experience
• Ability to fluently communicate both verbally and in writing with bank customers in both English and the specified second language (proficiency to be determined via an assessment)
• 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 with proven time management and prioritization skills
• Ability to work under critical time constraints in a team environment
• Proficiency with internet user-level technology

Preferred Qualifications

• 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 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

$21.68 - $36.13 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.

Location: Frederick, Maryland, United States of America

This response is AI-generated, for reference only.