Bilingual Universal Banker

Bank TellerSpecializes 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 provide 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 and leading with inquiries to identify opportunities to solve for other banking needs; 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 include providing exceptional service to branch customers and resolving customer problems in a timely manner; being a key driver of sales and the customer experience within the branch; interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately; exemplifying empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company's culture and brand; and being 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 are not applicable.Education and experience required include a 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; and proficiency with internet user-level technology.Education and experience preferred include proven referral and/or sales ability.Physical requirements include 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; and ability to interact with customers in an open face-to-face work environment.