Retail Banker - Cambridge, MA; Fresh Pond - Bilingual Spanish​/Portuguese

Work Location: Cambridge, Massachusetts, United States of America

Hours: 40

Pay Details: $22.50 - $29.00 USD

The Retail Banker I is a customer liaison that is integral to delivering TD’s Brand promise by utilizing financial expertise and consultative advice to assist customers with their 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.

Proficient in products, services and routine transactions to identify opportunities to educate customers on bank products and services and refer them to appropriate team members or internal bank partners, while ensuring a positive customer experience. Requires broad knowledge of the full product suite, services and processes of business area, characterized by low to moderate complexity/risk.

Establishes and nurtures customer relationships by consistently displaying product knowledge, actively listening to customer needs and engaging in additional conversation to identify any additional needs and offer a solution or partner referral. Makes product recommendations based on customer needs and highlights product features and benefits that support customers through challenging times and life events.

Utilizes customer relationship management tools to proactively play a key role in customer assessments and lead-focused outbound sales activities. Independently resolves customer issues, errors and problems, escalating when necessary. Builds working relationships with customers and explains detailed and/or complicated information.

• Delivers legendary experience by helping customers, building relationships, and delivering service and advice.
• Understands and supports the bank’s customer service strategy and delivers end-to-end advice (building trust with educational content & tools, providing consultative support, advocating proactively).
• Serves as a customer advocate in improving customer financial confidence and providing proactive tips and insights on saving time & money.
• Executes appropriate behaviors to deliver a legendary customer experience in the store through effective problem resolution or sound advice.
• Engages in lobby leadership, welcoming customers, discovering initial needs and guiding them appropriately.
• Educates customers on self‑service options and digital options.
• Makes transaction needs and educates clients on self‑service channels.
• Keeps the experience personalized and customer‑focused.

• Ensures compliance and operational activity alignment with risk framework.
• Participates in daily operations ensuring alignment with risk framework.
• Supports timely and accurate completion of business processes.
• Escalates non‑standard or high‑risk transactions/activities as necessary.
• Ensures accurate documentation that reflects client intentions and complies with regulations.
• Supports operational excellence by adhering to risk and control policies/procedures.

• Participates fully as a member of the team, supporting quality, innovation and teamwork.
• Enhances knowledge/expertise and participates in knowledge transfer.
• Participates in personal performance management and development activities.
• Keeps others informed about progress of projects.
• Contributes to a fair, positive, equitable environment supporting a diverse workforce.
• Acts as a brand ambassador and uses coaching to improve performance.
• Establishes relationships with partner bankers for referrals.
• Actively seeks opportunities to improve delivery of work with high attention to quality.
• Takes ownership of career and aspirations.

HS Diploma or GED

Experience: 1+ years working with customers and/or sales in any capacity or equivalent demonstrated through volunteering, education, military experience preferred. Teller experience preferred.

Maturity requirements: Must complete teller training upon hire. Must maintain active registration status with NMLS. Notary license preferred.

Skills: Demonstrated ability to engage in customer…