Bilingual Universal Banker - Float

M&T Bank•Plaistow, NH

7d•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, provides customer service and sales support, and holds scheduled and walk-in customer appointments to identify needs and refer complex needs to appropriate team members or partners. The Float Universal Banker frequently travels among branches within a designated area to assist branch staff. The position provides exceptional service, resolves customer problems promptly, and helps drive branch sales and customer experience. It interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately. The role may serve customers across a range of banking needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. 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.
Ability to communicate fluently, verbally and in writing, with bank customers in English and the specified second language; proficiency is determined by assessment.
Ability to travel between branches as needed.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with a range of customers, from consumer to small business.
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 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.
Proven referral and/or sales ability.

Responsibilities

Educate customers about Consumer and Business Banking solutions and recommend options based on identified needs.
Encourage customers to use digital banking capabilities and provide solutions through a variety of banking channels.
Explain high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address additional 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 and provide a differentiated experience 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 customers to appropriate banking partners when servicing needs present a product opportunity.
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 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, 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 registration requirements under the Federal SAFE Act.
Travel between branches as needed to assist branch staff.
Complete other related duties as assigned.