Retail Banker ; US - Needham, MA

Overview

Retail Banker I is a customer liaison that delivers TD’s brand promise by using financial expertise and consultative advice to assist customers with banking solutions and needs. This role contributes to 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 on bank products and services to customers and/or refer them to appropriate team members or internal bank partners while ensuring a positive customer experience.
• Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, characterized by low to moderate complexity/risk.
• 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.
• 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.
• Independently resolves customer issues, errors and problems, escalating when necessary.
• Builds working relationships with customers and explains detailed and/or complicated information.
• 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).
• Delivers legendary experience by helping customers, building relationships, and delivering service and advice.
• 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 improving customer financial confidence, 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.
• Acts as a brand champion both internally and externally.
• Recognizes transaction needs 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.
• 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.
• Participates in the store’s daily operations to ensure alignment with TD’s risk framework.
• Understands and applies operating policies and procedures.
• Supports the timely and accurate completion of business processes and procedures.
• Esca…