M&T Bank Is Hiring A Bilingual Spanish Universal Banker

Customer Service & Banking Associate at M&T Bank

Join our team to deliver exceptional branch customer experiences through sales, service, and digital engagement for our Consumer and Business Banking clients. 😊

Overview

Specializing in enhancing our branch customer experience, this role supports daily operations as a Teller and meets customer service and sales needs. You will hold both scheduled and walk-in customer appointments, identifying needs and referring complex cases to the appropriate team members.

Primary Responsibilities

• Educate & Recommend: Explain features and benefits of banking solutions, making personalized recommendations based on customer needs.
• Engage & Promote Digital Banking: Interact with customers to encourage the use of digital capabilities, providing tailored solutions.
• Loan Explanation: Clarify high-level criteria for loan application decisions.
• Servicing & Cross-Selling: Handle servicing activities and explore opportunities to meet additional banking needs.
• Follow Sales Process: Deliver customer-focused advice aligned with the bank’s sales methodology.
• Customer Retention: Reach out proactively to strengthen and expand banking relationships.
• Customer Experience: Follow service standards, understand customer needs, and deliver solutions during critical moments.
• Lobby Management: Greet and assist customers, actively seeking solutions to their banking needs.
• Partner Introduction: Refer banking partners when product solutions match customer needs.
• Compliance & Risk: Stay current with AML, BSA, KYC processes, and escalate suspected fraud cases.
• Issue Resolution: Log and resolve customer complaints accurately.
• Transaction & Operational Support: Complete customer transactions and operational activities, documenting interactions properly.
• Regulatory Compliance: Follow applicable standards and policies; maintain internal controls.
• Brand & Culture: Promote belonging and reflect the M&T Bank brand.
• Audit & Standards: Address audit points and regulatory issues promptly.
• Registration & Duties: Meet Federal SAFE Act registration requirements and perform other duties as assigned.

Scope of Responsibilities

This role centers on delivering outstanding service, resolving customer issues promptly, and driving sales within the branch. You will collaborate across departments to ensure operational issues are smoothly resolved. Essential qualities include empathy, customer-centricity, adaptability, digital fluency, entrepreneurial spirit, and critical thinking. You will handle diverse banking needs, from account openings to problem-solving and transaction processing.

Managerial/Supervisory Responsibilities

Not applicable.

education and Experience Required

• High school diploma or GED plus at least 1 year of proven retail sales, call center, customer service, or telesales experience.
• Fluent communication skills in English and a second language (assessed via testing).
• Strong verbal and interpersonal skills.
• Ability to handle difficult conversations effectively.
• Well-organized with proven time management and prioritization skills.
• Capable of working under strict time constraints in a team setting.
• Proficient in internet-based technology.

Preferred Qualifications

• Demonstrated referral and sales capabilities.

Physical Requirements

• Ability to stand for extended periods.
• Prolonged use of hands and fingers.
• Ability to lift objects weighing 5 to 30 lbs.
• Read fine print comfortably.
• Engage with customers face-to-face in an open environment.

Compensation & Location

M&T Bank offers competitive pay, with a range of $21.68 - $36.13 per hour (USD). Actual compensation depends on skills, experience, and knowledge.

Location: Gaithersburg, Maryland, United States of America