Retail Banker

Work Location: Washington, District of Columbia, United States of America

Hours: 40

Line of Business: Personal & Commercial Banking

Pay Detail: $24.50 - $33.25 USD

Job 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.
• 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.
• Engages in lobby leadership by orchestrating Customer flow, warmly welcome, discover initial needs and guides Customer appropriately.
• Understands Customer preferences with banking 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.
• 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.
• 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.
• Recognizes transaction needs of clients and educates clients on self-service channels including digital options.
• Delivers end to end advice to Customers by providing information and tools for financial management.

Shareholder Accountabilities:

• Ensures compliance when completing operational activities in accordance with company guidelines and regulations.
• 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.
• 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.
• 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.
• Supports the team by continuously enhancing knowledge/expertise in own area.
• Participates in personal performance management and development activities.
• Keeps others informed and up-to-date about the status/progress of projects.
• Contributes to a fair, positive and equitable environment.
• Acts as a brand ambassador for your business area/function and the Bank.
• Utilizes feedback through coaching sessions to demonstrate stronger performance.
• Establishes relationships with partner bankers to make effective referrals.
• Contributes to a positive work environment by aligning to TD Model, Brand and Culture.
• Actively seeks opportunities to improve delivery of work with high attention to quality standards.
• Actively takes ownership of own career and aspirations.
• 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.
• Must be eligible for employment with a covered financial institution.
• Must be eligible for registration as a registered mortgage loan originator with the NMLS.
• Satisfactory results on a criminal background check and a credit report check are required.

Physical Requirements:

• 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.

Who We Are

TD Securities offers a wide range of capital markets products and services to corporate, government, and institutional clients. We help clients meet their needs today and prepare for tomorrow.

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.

Additional Information:
We’re delighted that you’re considering building a career with TD. We’re committed to providing the support our colleagues need to thrive both at work and at home.

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.

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.

Our Values
At TD we’re guided by our purpose to enrich the lives of our customers, communities and colleagues.

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work.

Helping to Make an Impact in Communities – TD Ready Commitment
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future.