Relationship Banker, Retail Banking

Retail Banker II
TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. Personal & Commercial Banking
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.
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
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)
2+ years of related experience working with customers and/or sales in any capacity

• Cross trained to take customer transactions upon hire
• Superior Customer Service skills
• Proficient in Microsoft Office
• Ability to provide community services, including, but not limited to, Financial Education classes

~ 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
Ensures 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
Promotes full suite of products, sales, services and banking capabilities
Understands and applies operating policies and procedures
Escalates non-standard or high-risk transactions/activities as necessary
Ensures necessary due diligence to support the accuracy of all customer transactions/activities
Be knowledgeable of and complies with Bank Code of Conduct
Executes with excellence by adhering to all Risk and Control Policies and Procedures
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
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
Actively seeks opportunities to improve delivery of work with high attention to quality standards
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 1026.36, and the definition of Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 20

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