Retail Banker I

Job Description

The Retail Banker I is a key role in delivering exceptional customer experiences and driving business growth. As a Customer Liaison, you will utilize your financial expertise and consultative advice to advise customers on banking solutions and needs. This role contributes to the achievement of business objectives by identifying opportunities to educate customers on Bank products and services, and referring them to appropriate team members or internal Bank partners.

Key Responsibilities

• Proficient in products, services, and routine transactions to identify opportunities to educate customers on Bank products and services.
• Requires a broad knowledge and understanding of the full product suite, services, and processes of the 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).

Requirements

• 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: (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.
• 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 the Customer relationship management tools to understand and gather customer information to allow for customer insights to be built to yield a deeper customer experience and journey.
• 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.
• 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.

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 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/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.
• Engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience.

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, 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.

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

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