Bilingual Spanish Universal Banker- Annandale VA

M&T Bank•Annandale, VA

11d•$22 - $36•Onsite

About The Position

The Bilingual Spanish Universal Banker specializes in the branch customer experience by supporting sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations as a Teller and addresses customer service and sales needs. The banker holds scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. This position provides exceptional customer service, helps resolve customer problems in a timely manner, and is a key driver of branch sales and customer experience. The banker may serve customers across a range of needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The role also interacts with other Bank areas to resolve branch operational issues efficiently and accurately. 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.
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 range of customers, from consumers to small businesses.
Ability to effectively handle difficult customer conversations.
Well-organized.
Proven time management skills.
Proven 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 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.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Proven referral and/or sales ability.

Responsibilities

Educate customers about Consumer and Business Banking solutions, explain features and benefits, and recommend options based on identified needs.
Engage customers through a variety of banking channels, provide solutions, and encourage the use of digital capabilities.
Explain the high-level criteria used to make loan application decisions.
Complete servicing responsibilities for Consumer and Business Banking relationships and use customer 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 lobby by greeting customers, proactively asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when servicing needs present an opportunity for a product solution.
Assist with and stay current on Consumer and Business Banking AML, BSA, and KYC processes and 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 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 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.