Banking Associate (US) - Pawtucket, RI

TD•Pawtucket, RI

20h•Onsite

About The Position

The Banking Associate is a professional in banking who plays a key role in delivering TD’s Brand promise at a store location. This role is accountable for accurately completing everyday banking transactions and providing advice and educational support on services, products, and tools to help Customers achieve their financial goals. The Associate performs a wide range of tasks across multiple areas within a Store location, including processing customer transactions, opening new accounts, and educating customers on all banking products and services. They deliver end-to-end advice by building trust with educational content and tools, providing consultative support, and advocating with proactive insights and recommendations. Utilizing TD's systems and tools, the Associate engages with Customers to acquire and deepen relationships, providing guidance to attract and retain customers. They understand customer financial needs to identify opportunities to promote and educate on products and services, or refer them to appropriate team members, ensuring a positive customer experience. The role involves accurately completing everyday banking transactions on both the teller line and platform, uncovering customer financial needs, and educating on products, services, and tools. Associates service customers with opening/closing personal deposit accounts, handling everyday bank transactions, debit card/credit card issues, regulation E, and mobile and online banking. They connect with customers, provide financial advice, and deepen relationships through lead management activities, including self-generated leads, partner/retail referrals, campaign leads, customer outreach, setting/hosting appointments, and lead prioritization.

Requirements

High school diploma or GED
Required to complete Teller training and part 1 of platform training upon hire
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
Sound judgment in decision making and problem solving
Proficient in Microsoft Office

Nice To Haves

1 year experience working with customers in any capacity and can be demonstrated through any of the following: volunteering, education, military experience
Demonstrated Customer Service skills
Ability to work during operating hours to include evenings, weekends and holidays as scheduled
Teller experience
Notary License

Responsibilities

Accurately complete everyday banking transactions and provide advice and educational support on services, products, and tools to help Customers achieve their financial goals.
Deliver end-to-end advice to customers, including building trust with educational content & tools, providing consultative support, and advocating with proactive insights & recommendations.
Utilize TD's systems and tools to engage with Customers to acquire and deepen relationships by providing advice and guidance.
Understand customer financial needs to identify opportunities to promote and educate on products, services, and/or refer them to the appropriate team member or internal Bank partner.
Service customers on both the teller line and platform, including opening/closing personal deposit accounts, everyday bank transactions, debit card/credit card issues, regulation E, mobile and on-line (digital) banking.
Connect with customers, provide financial advice, and deepen relationships through lead management activities (self-generated leads, partner/retail referrals, campaign leads, customer outreach, appointments, lead prioritization).
Consistently provide legendary customer service while transacting, promoting, educating and referring TD Products to new and existing customers.
Establish and nurture customer relationships by consistently displaying product knowledge, actively listening to customer needs, and engaging in additional conversations to identify needs and offer solutions or referrals.
Manage wait times to meet with a Banker by scheduling, rescheduling or canceling client meetings.
Engage in lobby leadership and represent the first point of contact for customer inquiries, orchestrating customer walk-in traffic, and providing initial resolution or making appointments.
Understand and support the Bank's customer service strategy.
Consider the impact of decisions on the well-being of TD, its customers and stakeholders.
Drive referrals to Store colleagues and partners to support the broader more complex financial needs of customers.
Ensure tasks are performed within established policy and procedures.
Successfully complete all required job specific, compliance-related training.
Understand, utilize and follow compliance/risk and control programs.
Ensure ongoing compliance with internal/external audit and regulatory requirements.
Provide prompt and comprehensive responses to all external audit, regulator and compliance requests and findings.
Maintain appropriate records of action plans.
Be knowledgeable of and comply with TD Code of Conduct.
Ensure 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.
Accurately process cash/deposit/withdrawal transactions and other account servicing requests.
Decision and process everyday transactions such as opening/closing, servicing accounts, depositing or cashing checks, reordering a debit card, or updating address.
Ensure compliance with all regulations, policies and procedures adhering to required controls, critical dates and accurate documents.
Apply customer authentication principles, compliance regulations and due diligence to new account openings and transactions.
Accurately and efficiently perform transactions as accountable for cash drawers including maintaining cash limits and securing cash drawers/stations/balances out cash drawer and TCR.
Follow policy and procedure for Customer Authentication.
Act as Dual Control agent when required.
Follow all required open/close procedures.
Contribute to a positive work environment by aligning to TD Model, Brand and Culture by participating fully as a member of the team.
Be an active participant in personal performance and development activities.
Act as a brand champion both internally and externally.
Collaborate with team members in contributing to the success of the team and organization.
Partner as a team player.
Actively seek opportunities to improve delivery of work with high attention to quality standards.
Actively take ownership of own career and aspirations and seek out diverse feedback to continuously develop and enhance skills.
Positively embrace change.
Adhere and participate in TD's Shared Commitments.
Model quality service at every Customer interaction.
Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience.
May train and act as a mentor to newer colleagues.

Benefits

Fair and equitable compensation opportunities
Growth opportunities and skill development
Base salary
Variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
Health and well-being benefits
Savings and retirement programs
Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
Banking benefits and discounts
Career development
Reward and recognition
Regular development conversations
Training programs
Competitive benefits plan
Online learning platform
Variety of mentoring programs