Bilingual Relationship Banker (Español e Inglés) - Highlandtown

Job description

¿*Hablas Español e Inglés*?

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)

• 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 diversity 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

• High school diploma or equivalent (GED) and a minimum of 1 year proven proactive sales experience, AND

• Must be able to fluently communicate both verbally and in writing with bank customers in both Spanish and English

Education and Experience Preferred:

• 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

• Associates degree

• Notary public license

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

Branch Hours/Required Availability:

• Monday-Thursday: 9:00am-5:00pm
• Friday: 9:00am-6:00pm
• Saturday: 9:00am-1:00pm (every other Saturday is required)
• Sunday: Closed

Location:

This position is located in Highlandtown Baltimore (3401 Eastern Ave, Baltimore, MD 21224).

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Application Question(s):

• Do you have any prior banking experience (not required, but helpful)?

Education:

• High school or equivalent (Required)

Experience:

• retail sales, call center, customer service and/or telesales: 2 years (Required)

Language:

• Spanish and English (Required)

Work Location: One location