Bilingual Relationship Banker-Spanish

M&T Bank•North Bergen, NJ

2d•Onsite

About The Position

The Bilingual Relationship Banker identifies customers’ needs through the bank’s retail sales process and provides proactive, basic sales solutions through customer outreach, referring complex needs to the appropriate team member or partner. The role specializes in the branch customer experience through lobby management, servicing, and sales interactions for retail and business customers. It is a focal point in the branch for sales, service, and referral opportunities in support of overall branch goals, and helps manage customer flow, serve existing customers, and grow business by identifying sales opportunities. The position requires staying current on operational, product, and system changes and enhancements, and using sound risk-management judgment to help prevent losses and reduce fraudulent activity. The banker must meet and maintain registration requirements under the Federal SAFE Act and support an environment that reflects M&T Bank’s brand and belonging values.

Requirements

High school diploma or equivalent (GED) and at least 2 years of proven retail sales, call center, customer service, and/or telesales experience; alternatively, a high school diploma or equivalent (GED) and at least 1 year of proven proactive sales experience.
Strong verbal communication and interpersonal skills.
Proven ability to provide exceptional customer service.
Organization, 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, use hands and fingers for prolonged periods, lift objects weighing 5 to 30 pounds, read fine print, and interact with customers face-to-face in an open work environment.
Ability to use a fax machine, telephone system, copier, and other communication tools.

Nice To Haves

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

Responsibilities

Conduct customer assessments and profiling to identify sales opportunities, open accounts, and support lead-focused outbound calling.
Follow the sales process, including profile and pre-call planning, customer outreach, appointment preparation, customer interactions, and follow-up.
Manage applicable risk requirements, including audit requirements, fraud prevention, Know Your Customer (KYC), and Customer Information Program (CIP) requirements.
Research customer profiles to identify ways to add value to banking relationships and guide needs-based discussions about financial goals.
Identify customers’ financial needs and present appropriate products and services, working with internal business partners as appropriate.
Contact clients by email or phone to follow up and explain products and services that may address their needs.
Onboard new customers through customer outreach, regardless of the account-opening channel or individual.
Build trust with existing clients through regular, proactive outreach.
Schedule appointments for the following week and hold appointments each week.
Prepare for scheduled appointments and sales interactions using a pre-call plan.
Perform customer-servicing interactions.
Meet and maintain registration requirements under the Federal SAFE Act.
Follow applicable compliance and operational risk controls and 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 and applicable issues raised by external regulators.
Stay current on operational, product, and system changes and enhancements, and demonstrate sound risk-management decisions to help prevent losses and reduce fraud.
Complete other related duties as assigned.