Bilingual Universal Banker
Company: M&T Bank
Posted on: November 26, 2022
Overview: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:Educate customers and explain features and
benefits of Consumer and Business Banking solutions; make
recommendations based on the customer's identified needs.
Engage customers in a variety of ways to bank with us and provide
solutions to meet their needs, encouraging and supporting the use
of digital capabilities in customer interactions.Explain the
high-level criteria used to decision loan applications.Complete
servicing-related responsibilities specific to Consumer and
Business Banking customer relationships and lead with inquiries to
identify opportunities to solve for other banking needs.
Follow the Bank's sales process and provide simplified,
customer-focused advice and guidance.Proactively reach out to
customers to contribute to the retention and expansion of all
Consumer and Business Banking relationships.
Adhere to established customer service standards and provide a
differentiated experience by understanding customer needs and
delivering solutions in moments that matter most to them.
Actively engage in lobby management, meeting and greeting customers
and proactively inquiring and taking ownership to solve their
Introduce appropriate banking partner when servicing needs present
an opportunity for a product solution.
Assist and stay current with the Consumer and Business Banking AML
(Anti-Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your
Customer) processes and related activities. Identify and escalate
cases of suspected fraud.
Resolve and accurately log all customer complaints in the
Review, approve and help resolve Consumer and Business Banking
Accurately complete customer transactions.
Complete related operational activities required by assigned
branch, including documenting interactions and appointments with
customers using the appropriate system.Adhere to applicable
compliance/operational risk controls in accordance with Company or
regulatory standards and policies.
Promote an environment that supports diversity and reflects the
M&T Bank brand.
Maintain 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.
Complete 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 experienceAbility to fluently
communicate both verbally and in writing with bank customers in
both English and the specified second language. Proficiency to be
determined via an online assessment.Strong verbal communication
skillsStrong interpersonal skillsAbility to interact with varying
customers (consumer to small business)Ability to effectively handle
difficult customer conversationsWell-organizedProven time
management skillsProven prioritization skillsAbility to work under
critical time constraints in a team environmentProficiency with
internet user-level technology
Education and Experience Preferred:
Proven referral and/or sales ability
Physical Requirements:Ability to stand for long periods of
timeProlonged use of hands and fingersAbility to lift light to
heavy objects weighting 5 lbs. to 30 lbs.Ability to read fine
printAbility to interact with customers in an open face-to-face
Compensation Range:Hourly(USD): 21.00 - 31.96
Keywords: M&T Bank, Danbury , Bilingual Universal Banker, Other , Danbury, Connecticut
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