Banking Support Specialist

Banking Support Specialist

Job Description:

The Banking Support Specialist 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:

• A high school diploma or successful completion of a GED program demonstrates proficiency in secondary-level academics.
• demonstrating experience in customer service or sales for a period longer than one year (volunteering, educational background, or military service may serve as valid alternatives).
• Teller experience preferred.
• Essential to successfully graduate from teller training program.
• Key qualifications include the proficiency to effectively communicate with customers and educate them about products.
• Proficiency in task organization; skilled at multitasking in fast-paced settings.
• Showing strong communication skills through clear, concise, and uniform messaging.
• Ability to manage priorities, adhere to schedules, and operate without constant oversight.
• Showing sound reasoning and adept at effective decision-making and problem-solving.
• Skilled in working with Microsoft Office suite.
• Notary License preferred.

Key Responsibilities:

Stimulating Customer Engagement and Fostering Relationships: This title suggests the proactive approach of stimulating customer engagement levels to foster and maintain positive relationships:

• Establishes and fosters customer connections by demonstrating product expertise and attentively understanding customer needs.
• Engages in dialogues to identify more needs and provide relevant assistance or suggestions.
• Recommends products based on customer preferences, highlighting their features and benefits to aid in decision-making.
• Utilizes CRM solutions to pre-emptively identify answers, offer assessment support, and perform outbound sales tasks.
• Independently resolves customer problems and errors, escalating as deemed necessary.
• Establishes collaborative relationships while elucidating intricate or detailed concepts.
• Participates in customer outreach initiatives, service activities, and advisory engagements to deliver on TD's commitment to unexpectedly personal interactions.
• Initiates discussions with clients regarding loan products and helps in managing the intake of applications.
• Serves as a proactive guide for customers, providing valuable tips on how to save time and money efficiently.
• Tailors interactions to bring authenticity and personalization to the customer experience.

Service Excellence and Customer Experience entail providing exceptional services and ensuring customers receive a high level of satisfaction:

• Exceeds customer expectations through exemplary service, valuable advice, and effective relationship building.
• Assists in executing TD's customer service strategy through trust-building, consultative support, and the provision of proactive suggestions.
• Serves as an escalation point for dealing with customer inquiries or issues.
• Engages in lobby leadership duties by coordinating customer traffic, greeting clients, and aiding in identifying their requirements.
• Supports customers in understanding digital and self-help options that are reflective of their preferences.
• Adopts behaviors that result in service delivery characterized by an unexpectedly humane approach.

Sales & Solutions:

• Acknowledges the needs for transactions and educates customers on self-service options, especially digital tools.
• Creates alliances with collaborating financial professionals to facilitate effective referrals.
• Engages in loan-related responsibilities within the framework of Mortgage Loan Originator definitions established by Regulation Z and the SAFE Act.
• Operational excellence and robust risk management operations are essential components of a successful business strategy that aims to optimize performance and mitigate potential threats
• Teller duties extend to activities like processing check cashing, depositing funds, withdrawing money, and facilitating funds transfers.
• Adheres to fraud prevention measures and operational protocols.
• The completion of teller training is a requirement for new hires to conduct Customer transactions effectively.

Teamwork & Culture:

• Performs as an engaged team member, fostering a favorable work environment that encourages quality, creativity, and collaboration.
• Enriches expertise and plays a role in promoting the sharing of knowledge among peers.
• Involves in performance management practices, developmental initiatives, and career enhancement pursuits.
• Keeps stakeholders updated on progress and relevant information through proactive communication.
• Sustains a commitment to fostering a workplace culture characterized by diversity, equity, and inclusion.
• Functions as a key figure in enhancing the brand's visibility and reputation through various channels.
• Utilizes feedback from coaching to enhance overall performance.
• 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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