Retail banker

Description

The Retail Banker II is a customer liaison that is integral to delivering TD’s Brand promise by utilizing financial expertise and consultative advice in advising Customers regarding banking solutions / needs.

This role contributes to the achievement of business objectives that enable growth through identifying appropriate TD solutions that help Customers achieve their financial goals and optimize their relationship with TD.

Depth & Scope :

• Acts as a subject matter expert in the Store for both Customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking
• Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by moderate complexity / risk
• Makes product recommendations based on Customer needs and highlights product features and benefits that ultimately support Customers through challenging times and life events, save time and money, and exceed their needs
• Establishes and nurtures Customer relationships by consistently displaying product knowledge, actively listening to Customer needs while engaging in additional conversation to identify any additional needs and offer a solution or partner referral
• Utilizes Customer Relationship Management tools to proactively play a key role in Customer assessments, proactively identifies Customer solutions and lead-focused outbound sales activities
• Evaluates issues, errors and problems based on practices and existing precedents or procedures and independently resolves customer problems escalating when necessary
• Explains detailed and / or complicated information within the team
• Builds working relationships with customers and related teams
• Requires full proficiency gained through job related training to perform a range of activities
• Participates in Customer outreach, servicing and advice activities to deliver on our unexpectedly human promise
• Engages in conversations with customers about loan products, facilitates the application intake
• Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

Education & Experience :

• HS Diploma or GED required; 2 year degree preferred
• 2 years of related experience working with customers and / or sales in any capacity
• Teller experience (Preferred)
• Cross trained to take customer transactions upon hire
• Superior Customer Service skills
• Strong organization skills to handle multiple tasks in a fast-paced environment
• Excellent communication skills with ability to be concise, clear and consistent
• Demonstrated effective problem-solving skills
• Demonstrated ability to schedule and prioritize work
• Demonstrated ability to work independently and within deadlines
• Proficient in Microsoft Office
• Ability to provide community services, including, but not limited to, Financial Education classes
• Notary License (Preferred)

Customer Accountabilities :

• Delivers Legendary Experience by helping Customers, building relationships, delivering service and advice to TD Customers
• Understands and supports the Bank's Customer Service Strategy; Delivers Customers end-to-end advice they expect : (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations
• Serves as a Customer advocate in providing Customer resolution, proactive tips and insights on saving time & money
• Consistently executes appropriate behaviors to deliver a Legendary Customer experience that is unexpectedly human in the Store through either effective problem resolution or providing sound advice that yields a solution
• Engages in lobby leadership by orchestrating Customer flow, warmly welcome, discover initial needs and guides Customer appropriately
• Understands Customer preferences with banking (when and how they want) and educates Customers on self-service options that meet their needs
• May act as a point of escalation for Customer questions or concerns
• May perform a variety of (teller) transactions including check cashing, deposits, transfers and withdrawals while monitoring fraud mitigation and adhering to established operational policies and procedures
• Considers the impact of decisions on the well-being of TD, its Customers and stakeholders
• Provides the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
• Improves Customer financial confidence by sharing financial knowledge to help Customers meet and exceed their financial goals
• Acts as a brand champion both internally and externally
• Champions Customer service activities; supporting Customers through challenging times and life events
• Brings your genuine self and turns each banking transaction into a personalized interaction, one Customer at a time
• Delivers end to end advice to Customers by providing information and tools for financial management that helps Customers achieve their goals, and provides real time insights

Shareholder Accountabilities :

• Ensures compliance when completing operational activities in accordance with company guidelines and regulations such as Bank Secrecy Act and Patriot Act to minimize risk and protect the customer
• Promotes full suite of products, sales, services and banking capabilities
• Understands and applies operating policies and procedures
• Supports the timely and accurate completion of business processes and procedures
• Escalates non-standard or high-risk transactions / activities as necessary
• Ensures documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
• Ensures necessary due diligence to support the accuracy of all customer transactions / activities
• Be knowledgeable of and complies with Bank Code of Conduct
• Contributes to business objectives for Operational Excellence by fully understanding accountability in driving an operationally sound location
• Executes with excellence by adhering to all Risk and Control Policies and Procedures

Employee / Team Accountabilities :

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues / points of interest
• Supports the team by continuously enhancing knowledge / expertise in own area and participates in knowledge transfer within the team and business unit
• Participates in personal performance management and development activities
• Keeps others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand ambassador for your business area / function and the Bank, both internally and / or externally
• Utilizes feedback through coaching sessions to demonstrate stronger performance
• Establishes relationships with partner bankers to make effective referrals to them
• Contributes to a positive work environment by aligning to TD Model, Brand and Culture by participating fully as a member of the team
• Collaborates with team members in contributing to the success of the team and organization
• Actively seeks opportunities to improve delivery of work with high attention to quality standards
• Actively takes ownership of own career and aspirations. Seeks out diverse feedback to continuously develop and enhance skills
• Positively embraces change
• Adheres and participates in TD's Shared Commitments and code of conduct expectations

OCC Language :

This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.

36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.

S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007

• Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
• Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.

S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007

Satisfactory results on a criminal background check and a credit report check, and statements / certification from job applicant regarding administrative, civil, and / or criminal findings by any government agency / authority, are required by federal law for this position

Physical Requirements :

Never : 0%; Occasional : 1-33%; Frequent : 34-66%; Continuous : 67-100%

• Domestic Travel Occasional
• International Travel Never
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Occasional
• Sitting Frequent
• Standing Frequent
• Walking Occasional
• Moving safely in confined spaces Occasional
• Lifting / Carrying (under 25 lbs.) Occasional
• Lifting / Carrying (over 25 lbs.) Never
• Squatting Occasional
• Bending Occasional
• Kneeling Occasional
• Crawling Never
• Climbing Never
• Reaching overhead Occasional
• Reaching forward Occasional
• Pushing Never
• Pulling Never
• Twisting Never
• Concentrating for long periods of time Continuous
• Applying common sense to deal with problems involving standardized situations Continuous
• Reading, writing and comprehending instructions Continuous
• Adding, subtracting, multiplying and dividing Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.

They are not intended to be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are :

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores.

Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world.

More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support.

We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing.

As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential.

Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals.

As an organization, we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.

Total Rewards at TD includes base salary and variable compensation / incentive awards (e.g., eligibility for cash and / or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

Additional Information :

We’re delighted that you’re considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development

If you’re interested in a specific career path or are looking to build certain skills, we want to help you succeed. You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.

Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD and we’re committed to helping you identify opportunities that support your goals.

Training & Onboarding

We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.

Interview Process

We’ll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

If you are an applicant with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at .

Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Last updated : 2024-10-02