Part Time / 25 hours week- Bilingual Spanish Universal Banker- Rockville MD

M&T Bank•Rockville, MD

1d•$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 as a Teller and meets customer service and sales needs. The banker conducts scheduled and walk-in customer appointments to identify needs and refers complex needs to the appropriate team member or partner. The position provides exceptional branch service, resolves customer problems promptly, and drives sales and customer experience. It involves working with relevant Bank areas to resolve branch operational issues efficiently and accurately. The banker may support a range of customer needs, including new account opening, loan origination, problem resolution, video conferencing, and transaction processing. The role requires adaptability, empathy, customer centricity, digital fluency, and critical thinking. Managerial or supervisory responsibilities are not applicable.

Requirements

High school diploma or equivalent (GED).
At least 1 year of proven retail sales, call center, customer service, or telesales experience.
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.
Must be fluent in English and Spanish.
Must be able to work 25 hours per week and every Saturday shift.
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

Bilingual ability based on branch needs.
Proven referral and/or sales ability.

Responsibilities

Educate customers about Consumer and Business Banking solutions, explain features and benefits, and recommend solutions based on identified needs.
Engage customers through different banking channels and encourage and support the use of digital capabilities.
Explain the high-level criteria used to decision 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.
Provide customer service in line with established standards by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of resolving them.
Introduce an appropriate banking partner when servicing needs present 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 and accurately log customer complaints 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 applicable compliance and operational risk controls in accordance with Company and regulatory standards and policies.
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.
Complete other related duties as assigned.