Retail Banker II (Olney)

TD • Olney, MD

1d • Onsite

About The Position

The Retail Banker II serves as a crucial customer liaison, embodying TD's Brand promise by offering financial expertise and consultative advice on banking solutions. This role is instrumental in achieving business objectives by identifying appropriate TD solutions that help customers reach their financial goals and deepen their relationship with the bank. The Retail Banker II acts as a subject matter expert within the store for both customers and colleagues, covering all TD products, services, policies, and procedures, particularly in personal and business banking. The position requires a broad understanding of the full product suite and processes, often dealing with moderate complexity and risk. Key aspects include making product recommendations based on customer needs, highlighting features and benefits, and supporting customers through various life events to save time and money.

Requirements

• HS Diploma or GED required
• 2+ years of related experience working with customers and/or sales in any capacity
• Superior Customer Service skills
• 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
• Proficient in Microsoft Office
• Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

Nice To Haves

• 2 year degree preferred
• Teller experience (Preferred)
• Notary License (Preferred)

Responsibilities

• Utilize financial expertise and consultative advice to guide customers on banking solutions and needs.
• Contribute to business objectives by identifying appropriate TD solutions that help customers achieve financial goals.
• Act as a subject matter expert in the store for all TD products, services, policies, and procedures, covering personal and business banking.
• Make product recommendations based on customer needs, highlighting features and benefits.
• Establish and nurture customer relationships through product knowledge, active listening, and identifying additional needs for solutions or referrals.
• Use Customer Relationship Management tools for customer assessments, solution identification, and outbound sales activities.
• Evaluate and resolve customer issues, errors, and problems independently, escalating when necessary.
• Explain detailed and complex information to the team.
• Build working relationships with customers and internal teams.
• Participate in customer outreach, servicing, and advice activities.
• Engage in conversations about loan products and facilitate application intake.
• Maintain active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Deliver a Legendary Customer Experience through effective problem resolution and sound advice.
• Orchestrate customer flow in the lobby, welcome customers, discover initial needs, and guide them appropriately.
• Educate customers on self-service options, including digital channels.
• Act as a point of escalation for customer questions or concerns.
• Perform various teller transactions (check cashing, deposits, transfers, withdrawals) while monitoring fraud and adhering to operational policies.
• Ensure compliance with company guidelines and regulations (e.g., Bank Secrecy Act, Patriot Act) to minimize risk.
• Promote the full suite of TD products, sales, services, and banking capabilities.
• Understand and apply operating policies and procedures.
• Support timely and accurate completion of business processes.
• Escalate non-standard or high-risk transactions.
• Ensure accuracy of documentation and consistency with regulations.
• Comply with the Bank Code of Conduct.
• Contribute to Operational Excellence by driving an operationally sound location.
• Adhere to all Risk and Control Policies and Procedures.
• Participate as a team member, fostering a positive work environment and ensuring timely communication.
• Continuously enhance knowledge and expertise, and participate in knowledge transfer.
• Engage in personal performance management and development.
• Keep colleagues informed about project status and relevant daily activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand ambassador for the business area and the Bank.
• Utilize coaching feedback to improve performance.
• Establish relationships with partner bankers for effective referrals.
• Collaborate with team members for organizational success.
• Seek opportunities to improve work delivery with high quality standards.
• Take ownership of career development and seek diverse feedback.
• Embrace change positively.
• Adhere to TD's Shared Commitments and code of conduct.
• Be eligible for employment with a covered financial institution under Regulation Z of the Truth in Lending Act.
• Be eligible for registration as a registered mortgage loan originator with the NMLS under the SAFE Act.
• Pass criminal background and credit report checks, and provide statements/certification regarding administrative, civil, and/or criminal findings.

Benefits

• Total Rewards package (includes base salary and variable compensation/incentive awards)
• 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
• Access to an online learning platform
• Variety of mentoring programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees