Bilingual ( Spanish) Universal Banker - Patterson Park Branch, Baltimore MD

M&T Bank•Baltimore, MD

10d•Onsite

About The Position

The 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 by performing teller duties, meeting customer service and sales needs, and conducting scheduled and walk-in appointments to identify customer needs and refer complex needs to the appropriate team member or partner. The position provides exceptional service, resolves customer problems in a timely manner, and helps drive sales and the customer experience within the branch. The jobholder works with appropriate areas of the Bank to resolve branch operational issues efficiently and accurately. The role requires adaptability to meet customers’ banking needs, including 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 in support of the Company’s culture and brand.

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 is determined by assessment.
Strong verbal communication skills.
Strong interpersonal skills.
Ability to interact with a range of customers, from consumers to small businesses.
Ability to effectively handle difficult customer conversations.
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 lbs.
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 on Consumer and Business Banking solutions and recommend options based on identified needs.
Engage customers through different banking channels, encourage the use of digital capabilities, and provide solutions to meet their needs.
Explain high-level criteria used to make loan application decisions.
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 and deliver a differentiated experience by understanding customer needs.
Manage the lobby by greeting customers, asking about their needs, and taking ownership of addressing them.
Introduce customers to appropriate banking partners when servicing needs present product opportunities.
Assist with and remain current on 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, 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 in accordance with 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 registration requirements under the Federal SAFE Act.
Perform other related duties as assigned.