M&T Bank is looking for a Bilingual Universal Banker fluent in both English and Spanish to play a vital role in our branch operations and customer experience in New York. You will specialize in delivering excellent service and sales support for Consumer and Business Banking customers, blending teller functions with proactive financial guidance.

What You'll Do

Educate customers on features and benefits of Consumer and Business Banking solutions, making recommendations based on their needs.
Engage customers, encouraging and supporting the use of our digital banking capabilities.
Explain high-level criteria used to decision loan applications.
Complete servicing tasks and lead customer inquiries to identify opportunities to solve other banking needs.
Follow the Bank’s sales process to provide simplified, customer-focused advice.
Proactively reach out to customers to contribute to relationship retention and expansion.
Adhere to established customer service standards, delivering a differentiated experience by understanding and delivering solutions.
Actively manage the lobby, greeting customers and proactively taking ownership to solve their banking needs.
Introduce appropriate banking partners when servicing needs present an opportunity for a product solution.
Assist with and stay current on AML, BSA, and KYC processes; identify and escalate suspected fraud.
Resolve and accurately log all customer complaints in the appropriate system.
Review, approve, and help resolve Consumer and Business Banking customer overdrafts.
Accurately complete customer transactions.
Complete related operational activities required by the branch, including documenting interactions and appointments.
Adhere to applicable compliance and operational risk controls according to Company or regulatory standards.
Promote an environment that supports belonging and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of audit points.
Meet and maintain registration requirements under the Federal SAFE Act.

What We're Looking For

High school diploma or equivalent (GED).
Minimum of 1 year of 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 Spanish.
Strong verbal communication and interpersonal skills.
Ability to interact with a range of customers from consumer to small business.
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.