Full time Bilingual Spanish or Bilingual Korean

About the Role

• Specializes in 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.

Key Responsibilities

• Adhere to established customer service standards and provide a differentiated experience by understanding customer needs and delivering solutions.
• Educate customers through digital demonstrations and identify self-service opportunities.
• Actively engage in lobby management, meeting and greeting customers and inquiring about their needs.
• 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 opportunities and provide introductions to appropriate banking partners.
• Complete branch-related operational activities (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 and issues raised by external regulators.
• Complete other related duties as assigned.

Scope of Responsibilities

• Responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner.
• Exemplify empathy, customer centricity, flexibility and adaptability, digital fluency, entrepreneurial spirit, and critical thinking.
• Interact with appropriate areas within the Bank to ensure branch-related operational issues are resolved efficiently and accurately.
• Stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reducing fraudulent activity.

Requirements & Tech Stack

• Fluency in Spanish and English or Korean and English is required.
• Ability to fluently communicate both verbally and in writing in English and the specified second language. Proficiency to be determined via an assessment.
• Proven verbal communication skills.
• Proven interpersonal skills.
• Proven ability to demonstrate exceptional customer service.
• Well-organized.
• Proven time management skills.
• Proven prioritization skills.
• Proficient with internet user-level technology.

Qualifications

• High school diploma or equivalent (GED).
• Minimum of 6 months customer service experience, including data entry and/or cash handling experience.

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.