Bilingual Spanish Universal Banker - Gaithersburg MD

M&T Bank•Gaithersburg, MD

18h•$22 - $36•Onsite

About The Position

The 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 customer appointments to identify 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 sales and customer experience within the branch. It interacts with appropriate Bank teams to resolve branch operational issues efficiently and accurately. The role may involve 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.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
Fluent verbal 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 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.
Meet and maintain Federal SAFE Act registration requirements.

Nice To Haves

Proven referral and/or sales ability.

Responsibilities

Educate customers on Consumer and Business Banking solutions, explain their features and benefits, and recommend options based on identified needs.
Engage customers through different banking channels, provide solutions, and encourage use of digital capabilities.
Explain the 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 by understanding customer needs and delivering appropriate solutions.
Manage the branch lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
Stay current with Consumer and Business Banking 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 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 under Company and regulatory standards and policies.
Promote belonging and reflect 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.
Complete other related duties as assigned.