Retail Banker

Depth & Scope:

• 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 both personal banking and business banking
• Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by 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
• 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 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 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)

 

Education & Experience:

• 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 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)

 

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
• 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