Part Time / 25 hours week- Bilingual Spanish Universal Banker- Rockville MD

M&T Bank•Rockville, MD

3d•Onsite

About The Position

The Bilingual Spanish Universal Banker specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations, including teller responsibilities, and meets customer service and sales needs. The banker conducts scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. This position provides exceptional branch service, resolves customer problems promptly, and drives sales and customer experience. It interacts with other Bank areas to resolve branch operational issues efficiently and accurately. The role may involve new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The jobholder is expected to demonstrate empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with a range of customers, from consumers to small businesses.
Ability to handle difficult customer conversations effectively.
Well-organized, with proven time-management and prioritization skills.
Ability to work under critical time constraints in a team environment.
Proficiency with internet user-level technology.
Fluency in English and Spanish.
Ability to work 25 hours per week and every Saturday shift.
Ability to stand for long periods of time.
Prolonged use of hands and fingers.
Ability to lift objects weighing 5 to 30 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.

Nice To Haves

Proven referral and/or sales ability.
Bilingual ability based on branch needs.

Responsibilities

Educate customers on Consumer and Business Banking solutions and their features and benefits, making recommendations based on identified needs.
Engage customers through multiple banking channels, encourage digital banking, and provide solutions that meet their needs.
Explain the high-level criteria used to decide loan applications.
Perform servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address additional banking needs.
Follow the Bank’s sales process and provide simplified, customer-focused advice and guidance.
Proactively contact customers to support retention and expansion of Consumer and Business Banking relationships.
Provide service in accordance with established standards by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, identifying their banking needs, and taking ownership of resolving them.
Introduce customers to appropriate banking partners when service interactions reveal a product opportunity.
Stay current with and assist with Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve customer complaints and accurately log them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
Promote a sense of belonging and reflect 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.
Meet and maintain registration requirements under the Federal SAFE Act.
Complete other related duties as assigned.