Bilingual Universal Banker (Spanish & English) - Bristol, CT

M&T Bank•Bristol, CT

5d•$21 - $34•Onsite

About The Position

The Bilingual 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, including teller duties, customer appointments, walk-in service, and referrals of complex needs to appropriate team members or partners. The position helps customers identify banking needs, understand available solutions, and use digital banking capabilities. The banker is responsible for exceptional customer service, accurate transactions and servicing, customer retention and relationship growth, and resolving customer problems. Working across multiple branch functions, the role may support new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The banker also contributes to operational and compliance activities, including AML, BSA, KYC, fraud escalation, overdraft review, complaint logging, internal controls, and Federal SAFE Act registration requirements.

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 customers ranging 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.

Nice To Haves

Proven referral and/or sales ability.

Responsibilities

Educate customers on Consumer and Business Banking solutions and recommend options based on identified needs.
Engage customers through different banking channels and encourage 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 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 growth of Consumer and Business Banking relationships.
Meet customer service standards and deliver solutions tailored to customer needs.
Manage the branch lobby by greeting customers, identifying their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when customer servicing needs present an opportunity for a product solution.
Assist with and remain current on Consumer and Business Banking AML, BSA, and KYC processes and related activities; identify and escalate suspected fraud.
Resolve and accurately log customer complaints 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 standards, 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 audit points and resolution of issues raised by external regulators, as applicable.
Meet and maintain Federal SAFE Act registration requirements.
Perform other related duties as assigned.