Bilingual Universal Banker - Float - Spanish Speaking

M&T Bank•Plaistow, NH

2d•$22 - $36•Onsite

About The Position

The Bilingual Universal Banker specializes in branch customer experience through sales, service, and digital engagement for Consumer and Business Banking customers. The role supports daily branch operations by performing teller duties and meeting customer service and sales needs. The banker holds scheduled and walk-in appointments to identify customer needs and refers complex needs to appropriate colleagues or partners. As a float banker, the employee frequently travels to different branches within a designated area to assist branch staff. The position provides exceptional customer service, resolves customer problems promptly, and drives sales and customer experience within the branch. It involves working with other Bank areas to resolve branch operational issues, and adapting to customer needs across account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role also requires empathy, customer centricity, flexibility, digital fluency, entrepreneurial spirit, and critical thinking.

Requirements

High school diploma or GED equivalent.
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Fluent verbal and written communication in English and Spanish; 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 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.

Nice To Haves

Bilingual capability aligned with branch needs.
Proven referral and/or sales ability.

Responsibilities

Educate customers on 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 make loan application decisions.
Complete customer servicing responsibilities 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 banking relationships.
Meet customer service standards by understanding customer needs and providing appropriate solutions.
Manage the lobby by greeting customers, identifying their needs, and taking ownership of solutions.
Introduce customers to appropriate banking partners when servicing interactions reveal product opportunities.
Stay current with AML, BSA, and KYC processes and activities, and identify and escalate suspected fraud.
Resolve customer complaints and accurately log them in the appropriate system.
Review, approve, and help resolve customer overdrafts.
Accurately complete customer transactions.
Complete branch operational activities, including documenting customer interactions and appointments in the appropriate system.
Follow compliance and operational risk controls in accordance with Company and regulatory standards and policies.
Promote a workplace environment that supports belonging and reflects the M&T Bank brand.
Maintain internal control standards, including timely implementation of audit points and resolution of applicable issues raised by external regulators.
Meet and maintain Federal SAFE Act registration requirements.
Travel between branches as needed to support branch staff.
Perform other related duties as assigned.