Bilingual Universal Banker - Float - Spanish Speaking

M&T Bank•Plaistow, NH

22h•Onsite

About The Position

The Bilingual Universal Banker – Float supports the branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations as a Teller, serves customer appointments and walk-ins to identify needs, and refers complex needs to the appropriate team member or partner. This float position frequently travels between branches in a designated area to assist staff as needed. The position provides exceptional service, resolves customer problems promptly, and helps drive branch sales and customer experience. It interacts with other Bank areas to resolve branch operational issues efficiently and accurately. The jobholder may support a range of banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role requires adaptability, empathy, customer centricity, digital fluency, entrepreneurial spirit, and critical thinking. The position is located in Plaistow, New Hampshire. The pay range is $21.68–$36.13 USD; individual compensation depends on the successful candidate’s knowledge, skills, and experience.

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.
Ability to travel between branches as needed.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with customers ranging 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.
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.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Bilingual ability aligned with branch needs.
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 different banking channels, encourage use of digital capabilities, and provide solutions that meet their needs.
Explain the high-level criteria used to decide loan applications.
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 growth of Consumer and Business Banking relationships.
Meet customer service standards and deliver a differentiated experience by understanding customer needs and providing appropriate solutions.
Manage the lobby by greeting customers, proactively identifying their needs, and taking ownership of solutions.
Introduce an appropriate banking partner when a service interaction presents a product opportunity.
Support and 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 other operational activities required by the assigned branch.
Document customer interactions and appointments in the appropriate system.
Follow applicable compliance and operational risk controls in accordance with Company and regulatory standards and policies.
Promote a workplace 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 registration requirements under the Federal SAFE Act.
Travel between branches as needed to assist branch staff.
Perform other related duties as assigned.