Retail Banking Specialist

2 weeks ago

Penns Grove, New Jersey, United States TD Bank, N.A. Full time
Job Description

Job Summary:

The Retail Banker II is a key role in delivering exceptional customer experiences and driving business growth through financial expertise and consultative advice. This position contributes to the achievement of business objectives by identifying and recommending TD solutions that help customers achieve their financial goals and optimize their relationship with TD.

Key Responsibilities:
  • 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 personal banking and business banking.
  • Makes product recommendations based on customer needs and highlights product features and benefits that 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, and 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, identifies customer solutions, and leads-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).
Requirements:
  • 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 the 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).
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 welcoming, discovering initial needs, and guiding customers 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.
  • Recognizes transaction needs of clients and educates clients on self-service channels including digital options.
  • 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.
Language:

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

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.

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