Bilingual Universal Banker - Baltimore Peninsula

M&T Bank Corporation; Baltimore (MD); On-site; USD 29,000 - 47,000; Full time

Job summary

M&T Bank Corporation in Baltimore, MD is seeking a Customer Service Teller who supports daily branch operations, educates customers on banking solutions, and refers opportunities to the right partner. You will handle transactions, manage appointments, and promote digital banking capabilities while delivering a differentiated customer experience.

Ideal candidates have at least 1 year of retail sales or customer service experience, strong communication skills, and the ability to work in a

Qualifications

• Minimum 1 year of proven retail sales, call center, customer service, or telesales experience.
• Ability to fluently communicate with bank customers in English and a second language.
• Proficiency with internet user-level technology.

Responsibilities

• Educate customers and explain features of consumer and business banking solutions.
• Make recommendations based on identified needs and promote digital banking capabilities.
• Handle customer transactions and servicing tasks at the branch and refer opportunities to partners.

Skills

Retail sales

Customer service

Telesales

Bilingual English + second language

Education

High school diploma or GED

Job description

Overview: Specializes 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

Educate customers and explain features and benefits of Consumer and Business Banking solutions; make recommendations based on the customer’s identified needs. Engage 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. Explain the high‑level criteria used to decision loan applications. Complete servicing‑related responsibilities specific to Consumer and Business Banking customer relationships and lead with inquiries to identify opportunities to solve for other banking needs. Follow the Bank’s sales process and provide simplified, customer‑focused advice and guidance. Proactively reach out to customers to contribute to the retention and expansion of all Consumer and Business Banking relationships. Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions in moments that matter most to them. Actively engage in lobby management, meeting and greeting customers and proactively inquiring and taking ownership to solve their banking needs. Introduce appropriate banking partner when servicing needs present an opportunity for a product solution. Assist and stay current with the Consumer and Business Banking AML (Anti‑Money Laundering), BSA (Bank Secrecy Act) and KYC (Know Your Customer) processes and related activities. Identify and escalate cases of suspected fraud. Resolve and accurately log all customer complaints in the appropriate system. Review, approve and help resolve Consumer and Business Banking customer overdrafts. Accurately complete customer transactions. Complete related operational activities required by assigned branch, including documenting interactions and appointments with customers using the appropriate system. 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. Responsible for meeting and maintaining registration requirements under the Federal SAFE Act. Complete other related duties as assigned.

Scope of Responsibilities

The position is responsible for providing exceptional service to branch customers and resolving customer problems in a timely manner. The position is a key driver of sales and the customer experience within the branch. 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 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. In functioning in multiple capacities within the branch, it is important for the jobholder to be 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

Not Applicable

Education and Experience Required

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. Proficiency to be determined via an assessment. 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. Proficiency with internet user‑level technology.

Education and Experience Preferred

Proven referral and/or sales ability

Physical Requirements

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. Ability to interact with customers in an open face‑to‑face work environment.

Compensation

The pay range for this position is $20.55 - $34.25 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.

Location

Baltimore, 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.