Personal Banker Trainee

TD•Orangeville, ON

2d•Onsite

About The Position

This role involves acting as a subject matter expert in the branch for both customers and colleagues regarding TD's products, services, policies, and procedures, with a particular focus on personal and business banking. The position requires providing sound advice, discovering and addressing customer needs through thoughtful questioning, and improving customer financial confidence. Responsibilities include customer outreach, conducting total financial reviews, resolving customer issues efficiently, and maintaining a professional branch environment. The role also supports frontline transactions, acts as an escalation point for complex issues, and contributes to business objectives by attracting, acquiring, and retaining customers. It involves promoting a full suite of products and services, ensuring operational excellence, managing risks, and maintaining accurate documentation. Teamwork, continuous learning, and contributing to a positive and inclusive work environment are also key aspects of the position. The role requires specialized expertise in a range of products and services, identifying complex problems, and formulating solutions. It may involve coordinating the work of others and providing coaching. The position generally reports to an Assistant Branch Manager or Branch Manager.

Requirements

High School diploma and/or 1+ years relevant experience
IFIC or CSC CFSA to be completed upon hire
Post-Secondary or Undergraduate degree (in related field) preferred

Nice To Haves

Post-Secondary or Undergraduate degree (in related field)

Responsibilities

Act as a subject matter expert in the branch for both customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking products/services or policies/procedures
Provide sound advice with every customer interaction, contributing to an exceptional customer experience
Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions
Improve customer financial confidence through ongoing dialogue and by answering questions
Engage in customer outreach (via phone, email, and other means) to discuss portfolio updates and/or additional opportunities which best service the customer's needs
Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances
Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary
Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations
Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines, paying attention to the office space in which the personal banker occupies
Support the frontline with transactions, as necessary
May act as a point of escalation and support for the frontline and advice colleagues, ensuring customer problems are handled appropriately, when required
Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers / advice opportunities and referrals, to increase profitability and enable business growth
Promote and offer full suite of products, advice, services and banking capabilities
Contribute to business objectives for Operational Excellence
Support the timely and accurate completion of business processes and procedures
Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions / activities as necessary
Ensure documentation that is prepared / completed is accurate and properly reflects customer / business intentions and is consistent with relevant rules / regulations
Identify, suggest and actively participate in process improvement opportunities
Ensure necessary due diligence to support the accuracy of all transactions / activities
Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit; demonstrate ability and commitment towards reaching expert level within role
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for your business area/function and the bank, both internally and/or externally