Bilingual Relationship Banker

M&T Bank; Ellicott City (MD); On-site; USD 31,000 - 52,000; Full time

Job summary

M&T Bank in Ellicott City, MD seeks a branch sales specialist to identify customers' needs through the bank’s retail sales process and deliver proactive basic sales solutions. You will manage lobby flow, handle servicing and sales interactions for retail and business customers, and refer complex needs to the right team.

Responsibilities include relationship management, outbound calls, onboarding new clients, maintaining compliance, and promoting the M&T brand while achieving branch goals.

Qualifications

• High school diploma or GED with 2 years of proven retail sales, call center, customer service, or telesales experience.
• OR High school diploma or GED with 1 year proven proactive sales experience.
• Strong verbal communication and interpersonal skills.
• Proven ability to deliver exceptional customer service.
• Well-organized with time management and prioritization skills.
• Demonstrated financial services product knowledge.
• Ability to communicate with tact and diplomacy with internal and external customers.

Responsibilities

• Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling).
• Complete basic research on customer profiles to assess potential values and discuss financial goals.
• Identify financial needs and present appropriate product/service options with internal partners.
• Proactively reach out to clients via email or phone to educate on value-added products/services.
• Onboard new customers through customer outreach and establish trust through regular outreach.
• Adhere to compliance/risk controls and promote the M&T Bank brand; support branch goals.

Skills

Verbal communication

Customer service

Time management

Tact & diplomacy

Internet literacy

Bilingual ability

Education

High school diploma or GED

Associates degree

Notary public license

Job description

Overview

Identifies customers' needs through the bank’s retail sales process to provide proactive basic sales solutions through customer outreach for basic customer needs and/or refer complex customer needs to the appropriate team member/partner. Specializes in our branch customer experience through lobby management, servicing and sales interactions for retail and business customers.

Primary Responsibilities

• Play key role in Relationship Management (customer assessments, profiling for sales opportunities, account opening and lead-focused outbound calling), Sales Process (profile/pre-call planning, outreach, appointment preparation, interaction/appointment, follow-up) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) and customer information profile (CIP)).
• Complete basic research on customer profiles in order to assess potential ways to add value to clients banking relationship and transition to needs to based discussion on financial goals
• Identify financial needs of customers and present all appropriate product and service options by working cooperatively with appropriate internal business partners.
• Proactively reach out to clients to via e-mail or phone to follow up and educate on value added products/services to address needs of clients
• Onboard new customers through customer outreach (regardless of available channel, and individual who opened account)
• Establish trust with existing clients through proactive outreach regularly
• Schedule preset appointments for the following week and hold appointments each week
• Adequately prepares for scheduled appointment before customer meeting (prepare for sales interactions with pre-call plan)
• Responsible for meeting and maintaining registration requirements under the Federal SAFE Act
• Perform customer servicing interactions.
• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promote an environment that supports belonging 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.
• Complete other related duties as assigned.

Scope of Responsibilities

The position is the focal point in the branch for sales, service and/or referral opportunities in support of overall branch goals and activity requirements.

The position is key driver of customer flow in the branch to support these activities.

The position services existing customers and grows the business through identifying sales opportunities with customers.

The position must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.

Education and Experience Required

• High school diploma or equivalent (GED) and a minimum of 2 years proven retail sales, call center, customer service and/or telesales experience
• OR
• A high school diploma or equivalent (GED) and a minimum of 1 year proven proactive sales experience.
• Strong verbal communication and interpersonal skills
• Proven ability to demonstrate exceptional customer service
• Well-organized individual with time management and prioritization skills
• Demonstrated financial services product knowledge
• Ability to communicate with tact and diplomacy with internal and external customers
• Proficient with internet user-level technology
• Ability 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 assessment.

Education and Experience Preferred

• Associates degree
• Notary public license
• Bilingual based on branch needs

Physical Requirements

• Ability to stand for long periods of time
• Prolonged use of hands and fingers
• Ability to lift light to heave objects weighing 5 lbs. to 30lbs
• Ability to read fine print
• Ability to interact with customers in an open face-to-face work environment
• Ability to use fax, telephone system, copier and other communication tools

M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $22.61 - $37.67 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Ellicott City, Maryland, United States of America

Overview

Identifies customers' needs through the bank’s retail sales process to provide proactive basic sales solutions through customer outreach for basic customer needs and/or refer complex customer needs to the appropriate team member/partner. Specializes in our branch customer experience through lobby management, servicing and sales interactions for retail and business customers.