Retail Banker II Float; US Brooklyn Area at TD Bank Forest Hills, MI

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.

• 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 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).

• 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 Financial Education classes.
• Notary License (Preferred).

• 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.
• Serves as a Customer advocate in providing Customer resolution and 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.
• Establishes and nurtures Customer relationships by consistently displaying product knowledge, actively listening to Customer needs and offering solutions or referrals.
• Utilizes the Customer relationship management tools to understand and gather Customer information for deeper insights.
• Engages in lobby leadership by orchestrating Customer flow, welcoming, discovering initial needs and guiding appropriately.
• Understands Customer preferences, 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 operational policies.
• 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 goals.
• Acts as a brand champion both internally and externally.
• Recognizes transaction needs of clients and educates clients on self-service channels including digital options.
• Brings a genuine self and turns each banking transaction into a personalized interaction.
• Delivers end to end advice to Customers providing tools for financial management that helps Customers achieve their goals and provides real time insights.

• 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 and procedures.
• Escalates non-standard or high risk transactions/activities as necessary.
• Ensures documentation is…