Bilingual Universal Banker (Spanish/English) - Bridgeport, CT (North Main Street)

M&T Bank•Bridgeport, CT

3d•Onsite

About The Position

The Bilingual Universal Banker specializes in 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 and meets customer service and sales needs. The banker handles scheduled and walk-in appointments to identify customer needs and refers complex needs to appropriate team members or partners. The position provides exceptional service, resolves customer problems in a timely manner, and serves as a key driver of branch sales and customer experience. It requires adaptability to support a range of customer banking needs, including opening accounts, originating loans, resolving problems, video conferencing, and processing transactions. The jobholder interacts with other Bank areas to ensure branch operational issues are resolved efficiently and accurately, while demonstrating empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking.

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 will be determined through an assessment.
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 of time.
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

Proven referral and/or sales ability.

Responsibilities

Educate customers about Consumer and Business Banking solutions and their features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels, provide solutions, and encourage and support use of digital capabilities.
Explain high-level criteria used to decide loan applications.
Complete servicing responsibilities for Consumer and Business Banking relationships and identify opportunities to address other 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 relevant solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of solving those needs.
Introduce appropriate banking partners when servicing interactions reveal an opportunity for a product solution.
Stay current with and assist in 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 and approve customer overdrafts and help resolve overdraft issues.
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, Company policies, and regulatory standards.
Promote a workplace 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.
Meet and maintain Federal SAFE Act registration requirements.
Complete other related duties as assigned.