Bilingual Spanish Teller- Gaithersburg MD

M&T Bank Corporation; Gaithersburg (MD); On-site; USD 28,000 - 42,000; Full time

Job summary

M&T Bank Corporation in Gaithersburg, MD is seeking a Branch Customer Service Associate to deliver exceptional service in person and via digital channels. You will balance transactions, assist customers with account needs, and proactively promote self-service solutions while maintaining compliance with AML/KYC and bank policies.

The role requires at least a high school diploma and six months of customer service experience; bilingual abilities are a plus.

Qualifications

• High school diploma or GED with at least 6 months of customer service experience.
• Fluent spoken and written English and second language as required.

Responsibilities

• Adhere to customer service standards and deliver solutions by understanding customer needs.
• Educate customers through shoulder-to-shoulder digital demonstrations; identify self-service opportunities.
• Engage in lobby management, greet customers, and address immediate needs.
• Balance and process customer transactions accurately per Bank Policy.
• Take ownership of escalated account services issues and log complaints.
• Transition sales opportunities to appropriate banking partner.
• Perform branch operations (cash ordering, vault, ATM, wire transfers).
• Process customer/account maintenance accurately.
• Complete AML/KYC related activities and comply with policies.
• Promote M&T Bank brand and maintain internal controls.

Skills

Customer service

Data entry

Cash handling

Verbal communication

Interpersonal skills

Time management

Prioritization

Internet proficiency

Education

High school diploma

GED

Job description

Overview

Specializes in our branch customer experience through digital engagement, lobby management, transactional processing and retail servicing interactions. Processes a variety of financial transactions in an accurate and efficient manner.

Primary Responsibilities

• Adhere to the established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them.
• Educate our customers through shoulder-to-shoulder digital demonstrations; identify self-service opportunities that meet the customer’s identified needs.
• Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to address the customer’s immediate need.
• Accurately balance and process customer transactions efficiently following Bank Policy.
• Take ownership of escalated account services issues until resolution; complete and accurately log all customer complaints in the appropriate system.
• Transition identified sales opportunity and provide introduction to appropriate banking partner.
• Complete branch-related operational activities as appropriate (e.g cash ordering, vault, ATM, and wire transfer activities).
• Process customer/account maintenance accurately.
• Complete Consumer AML (Anti-Money Laundering)/BSA (Bank Secrecy Act)/ KYC (Know Your Customer related activities. 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 responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. It is important for the jobholder to exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit and critical thinking in support of the Company’s culture and brand. The position is responsible for interacting with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.

Managerial/Supervisory Responsibilities

Not Applicable

Education and Experience Required

• High school diploma or equivalent (GED) and minimum of 6 months customer service experience, including data entry and/or cash handling experience.
• 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.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrated exceptional customer service.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Proficient with internet user-level technology.

Education and Experience Preferred

• 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 heavy objects weighing 5lbs – 30 lbs.
• Ability to read fine print
• Ability to interact with customers in an open face to face work environment

Salary

$20.00 - $30.41 Hourly (USD)

Location

Gaithersburg, Maryland, United States of America

Benefits

Competitive benefits ranging from medical and retirement to forty hours of paid volunteer time, each year.

Human Capital Report

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.

Drug-Free Workplace

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