Retail Banker

Job Description:

The Retail Banker I is a customer liaison integral to delivering TD's Brand promise by utilizing financial expertise and consultative advice to assist Customers with their banking needs. This role contributes to business growth by identifying appropriate TD solutions that help Customers achieve financial goals and optimize their relationship with TD.

Qualifications:

• High School Diploma or GED.
• 1+ years of customer service or sales experience (volunteering, education, military experience may substitute).
• Teller experience preferred.
• Must be able to complete teller training.
• Strong customer conversation and product education skills preferred.
• Excellent organization skills; ability to multitask in fast-paced environments.
• Strong communication skills (concise, clear, consistent).
• Ability to prioritize, meet deadlines, and work independently.
• Sound judgment and effective problem-solving skills.
• Proficiency in Microsoft Office.
• Notary License preferred.

Key Responsibilities:

Customer Engagement & Relationship Building:

• Establishes and nurtures Customer relationships by displaying product knowledge and actively listening to Customer needs.
• Engages in conversations to identify additional needs and provide solutions or referrals.
• Makes product recommendations based on Customer needs, highlighting features and benefits.
• Utilizes CRM tools to proactively identify solutions, support assessments, and conduct outbound sales activities.
• Independently resolves Customer issues, errors, and problems, escalating when necessary.
• Builds working relationships and explains detailed or complicated information.
• Participates in Customer outreach, servicing, and advice activities to deliver on TD’s unexpectedly human promise.
• Engages Customers regarding loan products and facilitates application intake.
• Acts as a Customer advocate, providing proactive insights on saving time and money.
• Brings authenticity and personalizes each customer interaction.

Customer Experience & Service Excellence:

• Delivers Legendary Customer experience through service, advice, and relationship building.
• Supports TD’s Customer Service Strategy by building trust, providing consultative support, and offering proactive recommendations.
• Serves as a point of escalation for Customer questions or concerns.
• Engages in lobby leadership by orchestrating customer flow, welcoming Customers, and guiding needs discovery.
• Educates Customers on digital and self-service options aligned with their preferences.
• Executes behaviors that ensure unexpectedly human service delivery.

Sales & Solutions:

• Recognizes transaction needs and educates Customers on self-service channels including digital tools.
• Establishes relationships with partner bankers to make effective referrals.
• Contributes to loan-related activities as this role falls under the Regulation Z and SAFE Act definitions of Mortgage Loan Originator.
• Operational Excellence & Risk Management
  Operations & Teller Activities
• May perform teller transactions including check cashing, deposits, withdrawals, and funds transfers.
• Adheres to fraud mitigation procedures and operational policies.
• Must complete teller training upon hire to process Customer transactions.

Teamwork & Culture:

• Participates as a strong team member, supporting a positive work environment that encourages quality, innovation, and collaboration.
• Enhances knowledge/expertise and participates in knowledge sharing.
• Engages in performance management, development activities, and career growth.
• Communicates progress and relevant updates proactively.
• Supports an inclusive, fair, and diverse workplace culture.
• Acts as a brand ambassador internally and externally.
• Utilizes coaching feedback to improve performance.
• Embraces change positively.

Physical Requirements:

• Sedentary work – Continuous
• Performing multiple tasks – Continuous
• Operating standard office equipment – Continuous
• Responding quickly to sounds – Continuous
• Sitting – Frequent
• Standing – Frequent
• Walking – Occasional
• Moving safely in confined spaces – Occasional
• Lifting/Carrying under 25 lbs. – Occasional
• Lifting/Carrying over 25 lbs. – Occasional
• Squatting – Occasional

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