Bilingual Customer Service Representative

1 week ago

Greenwich, Connecticut, United States M&T Bank Full time

Position Overview:

This role focuses on enhancing the customer experience within our branch through effective digital interaction, lobby oversight, transaction processing, and retail service engagements. The individual will handle a range of financial transactions with precision and efficiency.

Key Responsibilities:

Uphold established customer service standards, providing a unique experience by recognizing customer needs and delivering tailored solutions during critical moments.

Educate customers through hands-on digital demonstrations; identify self-service options that align with the customer's expressed needs.

Actively participate in lobby management, welcoming customers and proactively addressing their immediate requirements.

Ensure accurate transaction processing and balancing in accordance with banking policies.

Take responsibility for resolving escalated account service issues until a solution is reached; accurately document all customer complaints in the designated system.

Identify sales opportunities and facilitate introductions to the appropriate banking partner.

Execute branch-related operational tasks as necessary (e.g., cash ordering, vault management, ATM, and wire transfer operations).

Accurately manage customer and account maintenance tasks.

Conduct Consumer AML (Anti-Money Laundering), BSA (Bank Secrecy Act), and KYC (Know Your Customer) activities.

Adhere to relevant compliance and operational risk controls in line with company or regulatory standards and policies.

Foster an inclusive environment that reflects the M&T Bank brand.

Maintain internal control standards, ensuring timely implementation of audit recommendations and addressing any issues raised by external regulators as applicable.

Perform other related duties as assigned.

Scope of Responsibilities:

This position is tasked with delivering exceptional service to branch customers and efficiently resolving routine customer inquiries. The jobholder should embody empathy, customer focus, adaptability, digital proficiency, entrepreneurial spirit, and critical thinking to support the company's culture and brand. The role requires interaction with relevant departments within the bank to ensure efficient and accurate resolution of branch-related operational issues. Staying updated on operational changes and demonstrating sound risk management decisions is crucial for minimizing preventable losses and mitigating fraudulent activities.

Managerial/Supervisory Responsibilities:

Not Applicable

Required Education and Experience:

High school diploma or equivalent (GED) with a minimum of 6 months of customer service experience, including data entry and/or cash handling.

Ability to communicate fluently in both English and Spanish, both verbally and in writing. Proficiency will be assessed through an online evaluation.
Proven verbal communication skills.

Demonstrated interpersonal skills
Proven ability to provide exceptional customer service
Well-organized.

Proven time management and prioritization skills
Proficient in user-level internet technology.

Preferred Education and Experience:

Bilingual capabilities based on branch requirements.

Physical Requirements:

Ability to stand for extended periods
Prolonged use of hands and fingers
Ability to lift light to moderate objects weighing between 5lbs and 30lbs.
Ability to read fine print
Ability to engage with customers in a face-to-face environment.

M&T Bank is dedicated to providing fair, competitive, and market-informed compensation for our employees. The pay range for this position is $31.43 Hourly (USD). The specific compensation for the successful candidate will be determined based on their unique combination of knowledge, skills, and experience.

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