Retail Banking Service Officer

Job Summary:Retail Banking Service Officer

The Retail Banking Service Officer 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:

• Achievement of a high school diploma or GED credential signifies the successful culmination of secondary education requirements.
• Accumulating a year or more of experience in customer service or sales roles (volunteering, educational background, or military service can be considered).
• Teller experience preferred.
• Ability to complete teller training is a must.
• Candidates with strong abilities in customer conversation and product education are preferred.
• Advanced organizational skills; competent in managing multiple responsibilities in dynamic environments.
• Aptitude for effective communication through clarity, brevity, and consistency.
• Skillful in ranking tasks, fulfilling deadlines, and working independently.
• Displaying astute judgment and proficient at solving problems competently.
• Proficient in Microsoft Office applications.
• Notary License preferred.

Key Responsibilities:

Enhancing Customer Participation and Building Relationships: Here, the focus is on enhancing customer participation in various activities while simultaneously building solid relationships with them:

• Builds and nurtures customer relationships by actively listening to customer needs and showcasing product knowledge.
• Communicates in order to pinpoint additional requirements and offer suitable solutions or referrals.
• Proposes products that cater to customer specifications, highlighting the unique features and benefits of each item.
• Deploys CRM tools for the proactive identification of solutions, support in assessments, and execution of outbound sales initiatives.
• Handles customer issues and errors autonomously, escalating when required.
• Creates operational connections and elaborates on detailed or complicated information.
• Contributes to customer engagement efforts through outreach, servicing tasks, and advisory roles to ensure TD's promise of surprisingly human interactions is upheld.
• Supports customers in exploring loan products and assists in the completion of application forms.
• Functions as a customer advocate, offering valuable insights on ways to save time and money effectively.
• Adds a personal and authentic element to each interaction with customers.

Customer Experience and Service Excellence emphasize the importance of creating positive customer interactions and exceeding service quality standards:

• Stands out for excellence in customer experience with a focus on service, advice, and relationship development.
• Strengthens TD's customer service strategy by fostering trust, offering consultative support, and recommending proactive solutions.
• Provides a pathway for advancing the resolution of customer questions or concerns.
• Leads in lobby management by organizing customer flow, greeting visitors, and facilitating the process of determining their needs.
• Assists in educating customers on digital and self-service options that resonate with their preferences.
• Carries out actions to ensure service provision that is unexpectedly human-centered.

Sales & Solutions:

• Recognizes the demands of customer transactions and educates them on self-service channels, such as digital tools.
• Collaborates with bankers from partner institutions to maximize referral opportunities.
• Participates in activities related to loans that comply with the definition of Mortgage Loan Originator as per Regulation Z and the SAFE Act.
• Teller activities demand precision, accuracy, and strong communication skills to provide customers with a positive and efficient banking experience
• Teller services encompass a range of transactions, such as cashing checks, depositing funds, withdrawing money, and transferring finances.
• Complies with fraud mitigation guidelines and operational policies.
• Upon employment, individuals must participate in teller training to be capable of processing Customer transactions.

Teamwork & Culture:

• Operates as a strong team participant, supporting a positive work culture that motivates quality, innovation, and teamwork.
• Deepens knowledge and abilities by actively participating in knowledge transfer.
• Engages in performance tracking, skill enrichment efforts, and advancing in one's career.
• Communicates progress and pertinent updates preemptively to keep stakeholders well-informed.
• Champions the nurturing of a workplace environment that is inclusive, diverse, and fair.
• Acts as the face of the brand, promoting its reputation and values.
• Enhances performance outcomes by incorporating coaching feedback.
• Embraces change positively.

Physical Requirements:

• Continuous sedentary tasks necessitate prolonged periods of sitting without frequent breaks for movement
• Balancing multiple tasks simultaneously - Continuous
• Regular operation of standard office equipment - Continuous
• Fast responses to auditory prompts - Perpetual
• Sitting - Frequent
• Standing - Frequent
• Walking - Occasional
• Securely traversing limited areas - Every now and then
• Now and then, moving loads that are 25 pounds or lighter
• Periodically required to lift or carry heavy objects exceeding 25 lbs
• Squatting - Occasional

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