Bilingual Universal Banker - Baltimore Peninsula

Primary 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 decide 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 partners 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

  • Provides exceptional service to branch customers and resolves customer problems in a timely manner.
  • Key driver of sales and the customer experience within the branch.
  • Interacts with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.
  • Exemplifies 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.

  Qualifications

  • High school diploma or equivalent (GED) and a 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 Proven time management skills Proven prioritization skills.
  • Ability to work under critical time constraints in a team environment.
  • Proficiency with internet user-level technology.

  Education and Experience Preferred

  • 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 weighting 5 lbs. to 30 lbs.
  • Ability to read fine print.
  • Ability to interact with customers in an open face-to-face work environment.