Bilingual Teller (Fluent in Spanish & English)

M&T Bank•Highland, NY

1d•Onsite

About The Position

The Bilingual Teller specializes in the branch customer experience through digital engagement, lobby management, transaction processing, and retail servicing interactions. This position processes financial transactions accurately and efficiently, provides exceptional service to branch customers, and resolves routine customer problems in a timely manner. The teller communicates fluently with customers in English and Spanish, educates customers through digital demonstrations, identifies self-service opportunities, and connects customers with appropriate banking partners when sales opportunities arise. The role also supports branch operations, customer and account maintenance, and Consumer AML/BSA/KYC activities. The teller is expected to stay current on operational changes, make sound risk-management decisions, and help prevent losses and reduce fraudulent activity. The position requires 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 6 months of customer service experience, including data entry and/or cash handling experience.
Fluent verbal and written communication with bank customers in English and Spanish; proficiency is determined through an assessment.
Proven verbal communication skills.
Proven interpersonal skills.
Demonstrated ability to provide exceptional customer service.
Well-organized, with proven time-management and prioritization skills.
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 5–30 lbs.
Ability to read fine print.
Ability to interact with customers in an open, face-to-face work environment.

Nice To Haves

Bilingual ability based on branch needs.

Responsibilities

Follow established customer service standards and understand customer needs to provide appropriate solutions.
Provide shoulder-to-shoulder digital demonstrations and identify self-service opportunities that meet customer needs.
Manage the lobby by greeting customers, proactively identifying their immediate needs, and taking ownership of addressing them.
Accurately balance and process customer transactions in accordance with Bank Policy.
Take ownership of escalated account-service issues through resolution and accurately log customer complaints in the appropriate system.
Transition identified sales opportunities to the appropriate banking partner and provide an introduction.
Complete branch operational activities as appropriate, including cash ordering, vault, ATM, and wire transfer activities.
Accurately process customer and account maintenance.
Complete Consumer AML, BSA, and KYC-related activities.
Follow applicable compliance and operational risk controls in accordance with Company and 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.
Interact with appropriate Bank areas to resolve branch-related operational issues efficiently and accurately.
Stay current on operational changes and demonstrate sound risk-management decisions to help prevent losses and reduce fraudulent activity.
Complete other related duties as assigned.