Bilingual Relationship Banker (Spanish/English) - Plainville, CT

M&T Bank•Plainville, CT

15h•Onsite

About The Position

The Bilingual Relationship Banker identifies customers’ needs through the bank’s retail sales process, providing proactive basic sales solutions through customer outreach and referring complex needs to the appropriate team member or partner. The role specializes in the branch customer experience through lobby management and servicing and sales interactions with retail and business customers. As the branch focal point for sales, service, and referrals, the Relationship Banker supports branch goals and activity requirements and helps manage customer flow. The position serves existing customers and grows the business by identifying sales opportunities. It also requires staying current on operational, product, and system changes and making sound risk-management decisions to help prevent losses and reduce fraudulent activity.

Requirements

High school diploma or equivalent (GED).
At least 2 years of proven retail sales, call center, customer service, and/or telesales experience, or at least 1 year of proven proactive sales experience.
Strong verbal communication and interpersonal skills.
Proven ability to provide exceptional customer service.
Well-organized, with time management and prioritization skills.
Demonstrated financial services product knowledge.
Ability to communicate tactfully and diplomatically with internal and external customers.
Proficiency with internet user-level technology.
Fluent verbal and written communication with bank customers in English and the specified second language; proficiency is determined through an assessment.
Ability to stand for long periods.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 pounds.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.
Ability to use a fax, telephone system, copier, and other communication tools.

Nice To Haves

Associate degree.
Notary public license.
Bilingual ability based on branch needs.

Responsibilities

Manage customer relationships through customer assessments, sales opportunity profiling, account opening, and lead-focused outbound calling.
Follow the sales process, including profile and pre-call planning, outreach, appointment preparation, customer interactions, and follow-up.
Support risk management through audit requirements, fraud prevention, Know Your Customer (KYC), and customer information profile (CIP) practices.
Research customer profiles to identify ways to add value to banking relationships and transition to needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate product and service options, working cooperatively with internal business partners.
Contact clients proactively by email or phone to follow up and explain relevant products and services.
Onboard new customers through outreach, regardless of the channel or the person who opened the account.
Build trust with existing clients through regular proactive outreach.
Schedule appointments for the following week and hold appointments each week.
Prepare for scheduled customer appointments using a pre-call plan.
Meet and maintain registration requirements under the Federal SAFE Act.
Perform customer service interactions.
Follow applicable compliance and operational risk controls in accordance with company and regulatory standards and policies.
Promote a workplace 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 and responses to issues raised by external regulators, as applicable.
Stay current on operational, product, and system changes and enhancements, and support branch goals and activity requirements.
Complete other related duties as assigned.