Bilingual Spanish Universal Banker - Greenbelt MD

M&T Bank•Greenbelt, MD

3d•$22 - $36•Onsite

About The Position

The Universal Banker specializes in branch customer experience through sales, service, and digital engagement with Consumer and Business Banking customers. The role supports daily branch operations, including teller duties, and addresses 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 branch customer service, resolves customer problems in a timely manner, and drives sales and customer experience. It interacts with appropriate Bank areas to resolve branch operational issues efficiently and accurately. The role requires adaptability to serve a range of customer banking needs, including account opening, loan origination, problem resolution, video conferencing, and transaction processing. The position exemplifies empathy, customer centricity, flexibility, adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company’s culture and brand. Fluency in Spanish and English is required, with proficiency determined via an assessment.

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 assessed.
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.
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.
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 recommend options based on identified needs.
Engage customers across banking channels, provide appropriate solutions, and encourage 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 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 provide a differentiated experience by understanding customer needs and delivering appropriate solutions.
Manage the lobby by greeting customers, inquiring about their needs, and taking ownership of resolving them.
Introduce appropriate banking partners when servicing interactions reveal a product opportunity.
Support and stay current with AML, BSA, and KYC processes and 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 and Company and regulatory standards and policies.
Promote a sense of 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 Federal SAFE Act registration requirements.
Perform other related duties as assigned.