Bilingual Universal Banker (Spanish & English)

Location: Holyoke, Massachusetts, United States of America; onsite branch role

Salary: $18.68–$31.14 hourly USD

Company

M&T Bank provides Consumer and Business Banking services through its branch network.

What you will do

• Serve Consumer and Business Banking customers through teller transactions, appointments, walk-ins, account servicing, and problem resolution.
• Educate customers on banking solutions, recommend products based on identified needs, and refer complex needs to appropriate banking partners.
• Support digital banking engagement, new account opening, loan origination activities, and explanations of high-level loan decision criteria.
• Build and expand customer relationships through proactive outreach, referrals, sales activities, and customer-focused guidance.
• Manage complaints, overdrafts, customer interactions, appointments, and branch operational documentation.
• Support AML, BSA, KYC, fraud escalation, internal controls, audits, and regulatory compliance requirements.

Requirements

• High school diploma or GED and at least one year of retail sales, call center, customer service, or telesales experience.
• Fluent verbal and written communication in English and Spanish; proficiency will be assessed.
• Strong communication and interpersonal skills, including the ability to handle difficult customer conversations.
• Ability to serve consumer and small-business customers, prioritize work, manage time, and perform under critical time constraints.
• Proficiency with internet user-level technology and ability to work effectively in a team environment.
• Ability to stand for extended periods, use hands and fingers for prolonged periods, read fine print, and lift objects weighing 5–30 pounds.

Nice to have

• Proven referral and sales ability.

Culture & Benefits

• Customer-facing branch environment focused on empathy, customer centricity, flexibility, adaptability, and digital fluency.
• Work includes face-to-face customer interaction in an open branch environment.
• Role supports belonging and alignment with the M&T Bank brand.
• Compensation is informed by the candidate’s knowledge, skills, and experience within the stated pay range.