Bilingual Universal Banker (English & Spanish)

Bank Teller

Specializes in our branch customer experience through sales, service, and digital engagement of our Consumer and Business Banking customers. Supports daily operations of the branch as a Teller and meets customer service and sales needs as required by the assigned branch. Holds customer appointments scheduled by customers and / or branch team as well as walk-in appointments to identify customer needs; refers complex customer needs to the appropriate team member / partner.

Primary responsibilities include educating customers and explaining features and benefits of Consumer and Business Banking solutions; engaging customers in a variety of ways to bank with us and providing solutions to meet their needs, encouraging and supporting the use of digital capabilities in customer interactions; explaining the high-level criteria used to decision loan applications; completing servicing-related responsibilities specific to Consumer and Business Banking customer relationships; following the Bank's sales process and providing simplified, customer-focused advice and guidance; proactively reaching out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships; adhering to established customer service standards and providing a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them; actively engaging in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs; introducing appropriate banking partner when servicing needs present an opportunity for a product solution; assisting and staying current with the Consumer and Business Banking AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) processes and related activities; identifying and escalating cases of suspected fraud; resolving and accurately logging all customer complaints in the appropriate system; reviewing, approving, and helping resolve Consumer and Business Banking customer overdrafts; accurately completing customer transactions; completing related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system; adhering to applicable compliance / operational risk controls in accordance with Company or regulatory standards and policies; promoting an environment that supports belonging and reflects the M&T Bank brand; maintaining M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable; responsible for meeting and maintaining registration requirements under the Federal SAFE Act; and completing other related duties as assigned.

Scope of Responsibilities

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. The position is a key driver of sales and the customer experience within the branch. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking in support of the Company's culture and brand. In functioning in multiple capacities within the branch, it is important for the jobholder to be adaptable to service any and all banking needs of the customer, inclusive of new account opening or loan origination, problem resolution, video conferencing and processing of transactions.

Managerial / Supervisory Responsibilities

Not Applicable

Education and Experience Required

High school diploma or equivalent (GED) and a minimum of 1 year's proven retail sales, call center, customer service, or telesales experience

Ability to fluently communicate both verbally and in writing with bank customers in both English and the specified second language

Strong verbal communication skills

Strong interpersonal skills

Ability to interact with varying customers (consumer to small business)

Ability to effectively handle difficult customer conversations

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

Education and Experience Preferred

Proven referral and / or sales ability

Physical Requirements

Ability to stand for long periods of time

Prolonged use of hands and fingers

Ability to lift light to heavy objects weighting 5 lbs. to 30 lbs.

Ability to read fine print

Ability to interact with customers in an open face-to-face work environment