Retail Banker II - Chelmsford, MA

Work Location

Chelmsford, Massachusetts, United States of America

40

$23.25 - $30.75 USD. Base pay may vary based on skills, location, and business needs.

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 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).

• 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).

• 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…