Bilingual Teller (Spanish & English)

M&T Bank•Brewster, 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. The role processes a variety of financial transactions accurately and efficiently while providing exceptional service and resolving routine customer problems in a timely manner. The teller communicates fluently with customers in English and Spanish, helps customers use digital services, and takes ownership of service issues through resolution. The position also supports branch operations, customer and account maintenance, and consumer AML, BSA, and KYC activities. The teller must stay current on operational changes, apply sound risk management, and follow company and regulatory standards and policies. The role interacts with appropriate Bank areas to resolve branch operational issues and promotes an environment that supports belonging and reflects the M&T Bank brand.

Requirements

High school diploma or equivalent (GED).
At least 6 months of customer service experience, including data entry and/or cash handling experience.
Ability to communicate fluently, verbally and in writing, 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.
Proven time management skills.
Proven 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 to 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 customer service standards and understand customer needs to deliver appropriate solutions.
Educate customers through side-by-side digital demonstrations and identify relevant self-service opportunities.
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.
Own escalated account service issues through resolution and accurately record customer complaints in the appropriate system.
Identify sales opportunities and introduce customers to the appropriate banking partner.
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 internal control standards, including timely implementation of internal and external audit points and applicable issues raised by external regulators.
Stay current on operational changes and make sound risk management decisions to help prevent losses and reduce fraudulent activity.
Complete other related duties as assigned.