Bilingual Relationship Banker in Annapolis, MD

M&T Bank Corporation; Annapolis (MD); On-site; USD 47,000 - 78,000; Full time

Job summary

M&T Bank Corporation in Annapolis, MD, is seeking a branch Relationship Manager to identify customer needs and present banking solutions through proactive outreach and in-branch interactions.

You will manage relationships, schedule appointments, and collaborate with internal partners to promote products while adhering to risk controls and regulatory requirements. Strong communication and customer-service skills are essential.

Qualifications

• High school diploma or GED with 2 years in retail sales, call center or customer service OR GED with 1 year proactive sales experience.
• Strong verbal communication and interpersonal skills.
• Proven ability to deliver exceptional customer service.
• Well-organized with time management and prioritization skills.
• Knowledge of financial services products.
• Able to communicate in English and a second language as required.
• Proficiency with internet user-level technology.

Responsibilities

• Play key role in relationship management, sales opportunities, and risk management in line with KYC/CIP requirements.
• Identify customer needs and present appropriate product and service options with internal partners.
• Proactively reach out to clients by email or phone to educate on value-added products.
• Onboard new customers through outreach and schedule weekly appointments.
• Prepare for scheduled appointments with a pre-call plan.
• Maintain compliance with internal controls and regulatory standards.
• Promote the M&T Bank brand and maintain customer service quality.
• Perform customer servicing and support audit points as applicable.

Skills

Strong verbal communication

Interpersonal skills

Exceptional customer service

Time management

Prioritization skills

Proficiency with internet technology

Bilingual (English + second language)

Education

High school diploma or GED

Associates degree (preferred)

Notary public license (preferred)

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

Pay

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

Annapolis, Maryland, United States of America

Company Overview

Great companies have an enduring sense of purpose. At M&T, our purpose is a simple one: make a difference in people’s lives and uplift the communities we serve. M&T Bank Corporation is a financial holding company headquartered in Buffalo, New York. M&T’s affiliates offer advice, guidance, expertise and solutions across the entire financial spectrum, combining M&T Bank’s traditional banking services with the wealth management and institutional capabilities offered by Wilmington Trust. M&T Bank has a network of over 1,000 branches and 2,200 ATMs that span 12 states from Maine to Virginia and Washington, D.C. For more than 165 years, M&T has strived to take an active role in our communities and build long-lasting relationships with our customers. We are a bank for communities—combining the capabilities of a large bank with the care of a locally focused institution. As an employer of choice, we are proud to offer competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year. Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do. We seek to further build upon our record of success by bringing in top talent and fresh skill sets while continuing to support the growth and development of all our team members. View M&T’s Human Capital Report to learn more.

Equal Employment Opportunity

M&T Bank is unwavering when it comes to providing equal employment opportunities to all employees and applicants without regard to race, color, national origin, religion, ethnicity, sex, gender identity, age, disability, citizenship, pregnancy, veteran status, military status, marital status, sexual orientation, genetic information or any other characteristic protected under applicable federal, state or local laws.

Policies

M&T Bank Corporation has policies and procedures in place to promote a drug free workplace.

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