Bilingual Spanish Universal Banker- Annandale VA

M&T Bank•Annandale, VA

10d•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 duties, and meets customer service and sales needs. The banker conducts scheduled and walk-in appointments to identify customer needs and refers complex needs to the appropriate team member or partner. This position provides exceptional service, resolves customer problems in a timely manner, and drives sales and customer experience within the branch. It interacts with appropriate Bank areas to ensure branch operational issues are resolved efficiently and accurately. The jobholder may support a range of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. Success requires empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Fluent verbal and written communication with bank customers in English and Spanish; proficiency is determined through an assessment.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with a varied customer base, from consumers to small businesses.
Ability to effectively handle difficult customer conversations.
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.
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.

Nice To Haves

Proven referral and/or sales ability.

Responsibilities

Educate customers on Consumer and Business Banking solutions, explain their features and benefits, and recommend options based on identified needs.
Engage customers through different banking channels, encourage and support use of digital capabilities, and provide solutions that meet their needs.
Explain the high-level criteria used to make loan application decisions.
Complete customer relationship servicing responsibilities and use inquiries to identify other 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.
Meet customer service standards by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when a service interaction presents an opportunity for a product solution.
Stay current with Consumer and Business Banking AML, BSA, and KYC processes and related activities.
Identify and escalate suspected fraud.
Resolve customer complaints and accurately record them in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions and related branch operational activities.
Document customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls, Company policies, and regulatory standards.
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.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.