Retail Banker II

Job Summary:

The Retail Banker II is a key role in delivering exceptional customer experiences and driving business growth at TD Bank, N.A. As a customer liaison, you will utilize your financial expertise to advise customers on banking solutions and needs, contributing to the achievement of business objectives.

Key Responsibilities:

• Act as a subject matter expert in the store for both customers and colleagues regarding all products, services, policies, and procedures of TD Bank.
• Makes product recommendations based on customer needs and highlights product features and benefits that support customers through challenging times and life events.
• 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, proactively 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 1026.36, 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 1026.36.
• 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

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. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:

TD is one of the world's leading global financial institutions and is 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 world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities, and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer-facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing – and so will you.

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 (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

Additional Information:

We're delighted that you're considering building a career with TD. Through regular development conversations, training programs, and a competitive benefits plan, we're committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development:

If you're interested in a specific career path or are looking to build certain skills, we want to help you succeed. You'll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience, or you want to coach and inspire your colleagues, there are many different career paths within our organization at TD – and we're committed to helping you identify opportunities that support your goals.

Training & Onboarding:

We will provide training and onboarding sessions to ensure that you've got everything you need to succeed in your new role.

Interview Process:

We'll reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

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 at . Include your full name, best way to reach you, 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.