Retail Banker II - Chelmsford, MA

Work Location Chelmsford, Massachusetts, United States of America Hours 40 Pay Details $23.25 - $30.75 USD. Base pay may vary based on skills, location, and business needs. Line of Business Personal & Commercial Banking Job Description The Retail Banker II is a customer liaison that is integral to delivering TD’s Brand promise by utilizing financial expertise and consultative advice in advising Customers regarding banking solutions/needs. This role contributes to the achievement of business objectives that enable growth through identifying appropriate TD solutions that help Customers achieve their financial goals and optimize their relationship with TD. 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 personal and business banking. Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, with moderate complexity/risk. 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 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 and outbound sales activities. Evaluates issues, errors and problems based on 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 through job‑related training to perform a range of activities. Participates in customer outreach, servicing and advice activities to deliver on the unexpectedly human promise. Engages in conversations with customers about loan products and facilitates the application intake. Maintains 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. 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 financial education classes. Notary license (Preferred). Customer Accountabilities Delivers Legendary Experience by building relationships and delivering service and advice to TD customers. Understands and supports the bank's customer service strategy; delivers end‑to‑end advice that includes building trust, consultative support and proactive recommendations. Serves as a customer advocate in providing resolution, proactive tips and insights. Consistently executes appropriate behaviors to deliver a legendary customer experience. Engages in lobby leadership by orchestrating customer flow, welcoming, discovering needs and guiding appropriately. Understands customer preferences and educates on self‑service options. Might act as a point of escalation for customer questions or concerns. Might perform teller transactions while monitoring fraud and adhering to policies. Considers the impact of decisions on the well‑being of TD, its customers and stakeholders. Provides the highest level of service when dealing with internal partners or customers – wow at every opportunity. Improves customer financial confidence by sharing knowledge to help customers meet and exceed financial goals. Acts as a brand champion both internally and externally. Champions customer service activities; supporting customers through challenging times. Recognizes transaction needs and educates clients on self‑service channels including digital options. Delivers end‑to‑end advice with tools for financial management. Shareholder Accountabilities Ensures compliance when completing operational activities in accordance with regulations to minimize risk. Promotes full suite of products, sales, services and banking capabilities. Understands and applies operating policies and procedures. Supports timely and accurate completion of business processes. Escalates non‑standard or high‑risk transactions as necessary. Ensures documentation that is accurate and reflects client intentions. Ensures due diligence to support accuracy of all transactions. Is knowledgeable of and complies with the Bank Code of Conduct. Contributes to operational excellence by fully understanding accountability. Executes with excellence by adhering to risk and control policies. Employee/Team Accountabilities Participates fully as a member of the team, supporting a positive work environment. Supports the team by continuously enhancing knowledge and participating in knowledge transfer. Participates in personal performance management and development activities. Keeps others informed about status/progress of projects and day‑to‑day activities. Contributes to a fair, positive and equitable environment that supports a diverse workforce. Acts as a brand ambassador for the business area and the bank. Utilizes feedback through coaching sessions to demonstrate stronger performance. Establishes relationships with partner bankers to make effective referrals. Collaborates with team members to contribute to the success of the organization. Actively seeks opportunities to improve delivery of work with high quality standards. Actively takes ownership of career aspirations and seeks diverse feedback. Positively embraces change. Adheres and participates in the bank's shared commitments and code of conduct. OCC Language This position falls within the definition of Loan Originator under Regulation Z of the Truth in Lending Act (12 CFR Part 1026.36) and Mortgage Loan Originator under the SAFE Act (12 U.S.C.) and its implementing regulations. Must be eligible for employment under the standards established by Regulation Z and eligible for registration as a registered mortgage loan originator with the NMLS. Satisfactory results on a criminal background check and a credit report check are required by federal law. 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 – Continuous, sitting – Frequent, standing – Frequent, walking – Occasional, moving safely in confined spaces – Occasional, lifting/carrying under 25 lbs. – Occasional, lifting/carrying over 25 lbs. – Occasional, squatting – Occasional, bending – Occasional, kneeling – Occasional, crawling – Occasional, reaching overhead – Occasional, reaching forward – Occasional, pushing – Occasional, concentrating for long periods – Continuous, applying common sense to deal with problems – Continuous, reading, writing and comprehending instructions – Continuous, adding, subtracting, multiplying and dividing – Continuous. The above statements describe the general nature and level of work performed by people in this job. The above responsibilities are considered essential functions for ADA purposes. Equal Employment Opportunity TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at View email address on click.appcast.io and include your full name, best way to reach you and the accommodation needed. #J-18808-Ljbffr