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Customer Relationship Specialist II

2 months ago

Hartford, Connecticut, United States TD Bank N.A Full time

Work Location:
United States of America

Hours:
40

Pay Details:
$30.00 USD
TD is dedicated to ensuring fair and equitable compensation opportunities for all employees. The salary range for this position considers various factors that influence compensation decisions.

The actual base pay offered may differ based on the candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational requirements.

As TD prioritizes career development in our colleague experience, it is uncommon for an individual to be hired at or near the top of the salary range for their role.

As a candidate, you are encouraged to inquire about compensation-related topics and engage in an open dialogue with your recruiter, who can provide more specific details for this position.


Line of Business:
Personal & Commercial Banking

Job Overview:


The Retail Banker II serves as a vital customer liaison, playing a key role in fulfilling TD's Brand promise by leveraging financial expertise and consultative advice to assist customers with their banking needs.

This position is instrumental in achieving business objectives that foster growth by identifying suitable TD solutions that empower customers to reach their financial aspirations and enhance their relationship with TD.


Responsibilities:


Acts as a subject matter expert within the branch for both customers and colleagues concerning all TD products, services, policies, and procedures, particularly in personal and business banking.

Requires comprehensive knowledge and understanding of the complete product suite, services, and processes within the business area, characterized by moderate complexity and risk.

Recommends products based on customer needs and emphasizes product features and benefits that ultimately support customers during challenging times and life events, saving them time and money while exceeding their expectations.

Establishes and cultivates customer relationships by consistently demonstrating product knowledge, actively listening to customer needs, and engaging in discussions to identify additional needs and propose solutions or referrals.

Utilizes Customer Relationship Management tools to proactively assess customer needs, identify solutions, and lead focused outbound sales initiatives.

Evaluates issues, errors, and problems based on established practices and precedents, independently resolving customer issues while escalating when necessary.

Explains detailed and/or complex information within the team.
Builds collaborative relationships with customers and related teams.
Requires full proficiency gained through job-related training to perform a variety of tasks.
Participates in customer outreach, service, and advisory activities to deliver on our unexpectedly human promise.
Engages in discussions with customers regarding loan products and facilitates the application process.
Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Qualifications:
High School Diploma or GED required; 2-year degree preferred.
2+ years of relevant experience in customer service and/or sales roles.
Teller experience is preferred.
Cross-trained to handle customer transactions upon hire.
Exceptional customer service skills.
Strong organizational abilities to manage multiple tasks in a fast-paced environment.
Excellent communication skills with the ability to be concise, clear, and consistent.
Demonstrated effective problem-solving capabilities.
Proven ability to schedule and prioritize work.
Ability to work independently and meet deadlines.
Proficient in Microsoft Office.
Ability to provide community services, including financial education classes.
Notary License is preferred.

Customer Responsibilities:
Delivers a Legendary Experience by assisting customers, building relationships, and providing service and advice to TD customers.
Understands and supports the Bank's Customer Service Strategy; delivers comprehensive advice that customers expect.
Acts as a customer advocate, providing resolutions, proactive tips, and insights on saving time and money.
Consistently demonstrates appropriate behaviors to deliver a Legendary Customer experience.
Engages in lobby leadership by managing customer flow, warmly welcoming, discovering initial needs, and guiding customers appropriately.
Understands customer preferences in banking and educates them on self-service options that suit their needs.
May serve as a point of escalation for customer inquiries or concerns.

May perform various (teller) transactions, including check cashing, deposits, transfers, and withdrawals while monitoring fraud prevention 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 interacting with internal partners, vendors, or customers.
Enhances customer financial confidence by sharing financial knowledge to help customers achieve and exceed their financial goals.
Acts as a brand champion both internally and externally.
Promotes customer service activities, supporting customers through challenging times and life events.
Recognizes transaction needs of clients and educates them on self-service channels, including digital options.
Brings authenticity to each banking transaction, personalizing interactions.

Delivers comprehensive advice to customers by providing information and tools for financial management that help them achieve their goals.


Shareholder Responsibilities:
Ensures compliance with operational activities in accordance with company guidelines and regulations.
Promotes the 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 accuracy in documentation prepared/completed.
Ensures due diligence to support the accuracy of all customer transactions/activities.
Knowledgeable of and complies with the Bank Code of Conduct.
Contributes to business objectives for Operational Excellence.
Executes with excellence by adhering to all Risk and Control Policies and Procedures.

Team Responsibilities:
Participates fully as a team member, fostering a positive work environment.
Supports the team by continuously enhancing knowledge and expertise in their area.
Engages in personal performance management and development activities.
Keeps others informed and updated about the status and progress of projects.
Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
Acts as a brand ambassador for their business area/function and the Bank.
Utilizes feedback through coaching sessions to demonstrate improved performance.
Establishes relationships with partner bankers to facilitate effective referrals.
Contributes to a positive work environment by aligning with TD Model, Brand, and Culture.
Collaborates with team members to contribute to the success of the team and organization.
Actively seeks opportunities to enhance work delivery with a strong focus on quality standards.
Takes ownership of their career and aspirations.
Positively embraces change.
Adheres to 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 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.


About TD:


TD is one of the world's leading global financial institutions and ranks as 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 globe.

TD is deeply committed to being a leader in customer experience.

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

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, along with several other key plans such as health and well-being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition.


Additional Information:
We appreciate your interest in building a career with TD.

Through regular development conversations, training programs, and a competitive benefits plan, we are 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 require accommodations to complete the application process, please reach out to the TD Bank US Workplace Accommodations Program.

Include your full name, preferred contact method, 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.


Our Values:


At TD, we are guided by our purpose to enrich the lives of our customers, communities, and colleagues, and we share a set of values that shape our culture and guide our behavior.


Our Commitment to Diversity, Equity, and Inclusion:

At TD, we are committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported.

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.

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