Retail Banker I

Work Location: Boston, Massachusetts, United States of America

Hours: 40

Line of Business: Personal & Commercial Banking

Pay Detail: $23.75 - $31.50 USD

Job Description:

The Retail Banker I 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:

• Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and/or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience.
• Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by low to 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.
• 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.
• 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.
• 1+ years related experience required.
• Teller experience (Preferred).
• Cross trained to take customer transactions.
• 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 ability to schedule and prioritize work.
• Demonstrated ability to work independently and within deadlines.
• Sound judgment in decision making and effective problem solving.
• Proficient in Microsoft Office.
• 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.
• Establishes and nurtures Customer relationships by consistently displaying product knowledge, actively listening to Customer needs.
• Utilizes the Customer relationship management tools to understand and gather Customer information.
• 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.
• 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.
• 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.
• Brings your genuine self and turns each banking transaction into a personalized interaction.
• Delivers end to end advice to Customers by providing information and tools for financial management.

Shareholder Accountabilities:

• 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/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.
• 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.
• Actively takes ownership of own career and aspirations.
• Positively embraces change.
• Adheres and participates in TD's Shared Commitments and code of conduct expectations.
• Engaged in advancing and sustaining a unique, inclusive culture.

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 under the standards established by Regulation Z.
• 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 by federal law for this position.

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.