Bilingual Universal Banker (English & Spanish)

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.
• Avoid identifying and escalating 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.

Skills

Fluency in both English and the specified second language, strong verbal and written communication skills, interpersonal skills, ability to handle difficult customer conversations, well-organized and time management skills, ability to work under critical time constraints in a team environment, proficiency with internet user-level technology.

Qualifications

• 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

Benefits

The position offers a competitive salary range of $22.79 - $37.99 per hour, USD, based on the successful candidate's specific qualifications and experience.

Pay

$22.79 - $37.99 per hour, USD

Schedule

N/A

Location

East Hampton, New York, United States of America