Relationship Banker, Retail Banking

Retail Banker II Float

Work Location: Providence, Rhode Island, United States of America

Hours: 40

Pay Details: $23.25 - $30.75 USD

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. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business: Personal & Commercial Banking

Job Description: The Retail Banker II Float is a customer liaison that is integral to delivering TD's brand promise by utilizing financial expertise and consultative advice in advising customers regarding personal 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. This role is accountable for working in multiple locations; thus having the ability to work in different contexts and settings.

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

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

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 required
• Teller experience (Preferred)
• Cross trained to take customer transactions
• Requires agility, teamwork and flexibility to adapt to different locations and environments
• Must be able to do same day travel to multiple work locations within a designated region or area
• 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

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 the customer relationship management tools to understand and gather customer information to allow for customer insights to be built to yield a deeper customer experience and journey

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

Understands and supports the bank's customer service strategy

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

Shareholder Accountabilities:

Promotes full suite of products, sales, services and banking capabilities

Understands and applies operating policies and procedures

Supports the timely and accurate completion of business processes and procedures

Escalates non-standard or high risk transactions/activities as necessary

Ensures documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations

Ensures necessary due diligence to support the accuracy of all customer transactions/activities

Be knowledgeable of and complies with bank code of conduct

Contributes to business objectives for operational excellence by fully understanding accountability in driving an operationally sound location

Executes with excellence by adhering to all risk and control policies and procedures

Employee/Team Accountabilities:

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

Contributes to a fair, positive and equitable environment that supports a diverse workforce

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

Collaborates with team members in contributing to the success of the team and organization

Actively seeks opportunities to improve delivery of work with high attention to quality standards

Actively takes ownership of own

TD Bank