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Banking Associate/Lehigh Avenue/Bilingual Spanish preferred
1 month ago
The Banking Associate is a key role in delivering TD's Brand promise at a store location. This position is accountable for accurately completing everyday banking transactions and providing advice and educational support on services, products, and tools to help Customers achieve their financial goals.
This role performs a wide range of tasks across multiple areas within a Store location, including processing customer transactions, opening new accounts, and educating customers on all banking products and services.
The Banking Associate delivers end-to-end advice customers expect by building trust with educational content and tools, providing consultative support, and advocating with proactive insights and recommendations.
This role utilizes TD's systems and tools to engage with Customers to acquire and deepen relationships by providing advice and guidance to ultimately attract and retain the customer.
The Banking Associate understands customer financial needs to identify opportunities to promote and educate on products, services, and/or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.
This role accurately completes everyday banking transactions either on the teller line or on the platform while uncovering customer financial needs and educating on products, services, and tools or referring to the appropriate expert.
The Banking Associate services the customer on both the teller line and platform as needed, with the ability to service customers with opening/closing personal deposit accounts, everyday bank transactions, debit card/credit card issues, regulation E, mobile, and online banking.
This role connects with customers, provides financial advice, and deepens relationships through lead management activities, including the creation and management of self-generated leads, the management of received partner/retail to retail referral leads or campaign leads, customer outreach (outbound calls, relay SMS), setting and/or hosting appointments, and lead prioritization.
Key Responsibilities:
- Accurately complete everyday banking transactions
- Provide advice and educational support on services, products, and tools
- Process customer transactions, open new accounts, and educate customers on all banking products and services
- Deliver end-to-end advice customers expect
- Utilize TD's systems and tools to engage with Customers
- Understand customer financial needs and identify opportunities to promote and educate on products, services, and/or refer them to the appropriate team member or internal Bank partner
- Service customers on both the teller line and platform as needed
- Connect with customers, provide financial advice, and deepen relationships through lead management activities
Requirements:
- High school diploma or GED
- 1 year experience working with customers in any capacity
- Demonstrated Customer Service skills
- Ability to work during operating hours, including evenings, weekends, and holidays as scheduled
- Teller experience preferred
- Required to complete Teller training and part 1 of platform training upon hire
- 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
- Sound judgment in decision making and problem solving
- Proficient in Microsoft Office
- Notary License preferred
Customer Accountabilities:
- Consistently provide legendary customer service while transacting, promoting, educating, and referring TD Products to new and existing customers
- Establish and nurture customer relationships by consistently displaying product knowledge, actively listening to customer needs, and engaging in additional conversations to identify any additional needs and offer a solution or partner referral
- Manage wait times to meet with a Banker by scheduling, rescheduling, or canceling client meetings
- Engage in lobby leadership and represent the first point of contact for customer inquiries and help orchestrate the customer walk-in traffic and be the first point of contact for customer resolution or to make appointments to see an expert
- Understand and support the Bank's customer service strategy
- Consider the impact of decisions on the well-being of TD, its customers, and stakeholders
- Drive referrals to Store colleagues and partners to support the broader more complex financial needs of customers
- Ensure tasks are performed within established policy and procedures
- Successfully complete all required job-specific, compliance-related training
- Understand, utilize, and follow compliance/risk and control programs
- Ensure ongoing compliance with internal/external audit and regulatory requirements. Provide prompt and comprehensive responses to all external audit, regulator, and compliance requests and findings. Maintain appropriate records of action plans
- Be knowledgeable of and comply with TD Code of Conduct
Shareholder Accountabilities:
- Ensure compliance when completing operational activities in accordance with company guidelines and regulations such as Bank Secrecy Act and Patriot Act to minimize risk and protect the customer
- Accurately process cash/deposit/withdrawal transactions and other account servicing requests
- Decisions and processes everyday transactions such as but not limited to opening/closing, servicing accounts, depositing or cashing checks, reordering a debit card, or updating address
- Ensure compliance with all regulations, policies, and procedures adhering to required controls, critical dates, and accurate documents
- Apply customer authentication principles, compliance regulations, and due diligence to new account openings and transactions
- Accurately and efficiently perform transactions as accountable for cash drawers including maintaining cash limits and securing cash drawers/stations/balances out cash drawer and TCR
- Follow policy and procedure for Customer Authentication
- Act as Dual Control agent when required
- Follow all required open/close procedures
Employee/Team Accountabilities:
- Contribute to a positive work environment by aligning to TD Model, Brand, and Culture by participating fully as a member of the team
- Be an active participant in personal performance and development activities
- Act as a brand champion both internally and externally
- Collaborate with team members in contributing to the success of the team and organization
- Partner as a team player
- Actively seek opportunities to improve delivery of work with high attention to quality standards
- Actively take ownership of own career and aspirations. Seek out diverse feedback to continuously develop and enhance skills
- Positively embrace change
- Adhere and participate in TD's Shared Commitments
- Model quality service at every Customer interaction
- Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience
- May train and act as a mentor to newer colleagues
Physical Requirements:
- Never: 0%
- Occasional: 1-33%
- Frequent: 34-66%
- Continuous: 67-100%
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.
Federal law prohibits job discrimination based on race, color, sex, sexual orientation, gender identity, national origin, religion, age, equal pay, disability, and genetic information.