Retail Banker II - West Caldwell (40 hour)

TD•West Caldwell, NJ

20h•Onsite

About The Position

The Retail Banker II is a customer liaison integral to delivering TD’s Brand promise by utilizing financial expertise and consultative advice to assist Customers with banking solutions and needs. This role contributes to achieving business objectives by identifying appropriate TD solutions that help Customers reach their financial goals and optimize their relationship with TD. The position acts as a subject matter expert in the Store for both Customers and colleagues regarding all TD products, services, policies, and procedures, particularly for personal and business banking. It requires a broad knowledge of the full product suite, services, and processes, often involving moderate complexity and risk. The Retail Banker II makes product recommendations based on Customer needs, highlighting features and benefits to support Customers through various life events, save time and money, and exceed their expectations. The role involves establishing and nurturing Customer relationships through consistent product knowledge, active listening, and proactive identification of additional needs, offering solutions or partner referrals. It also utilizes Customer Relationship Management tools for assessments and outbound sales activities, and independently resolves customer issues, escalating when necessary. The role involves explaining detailed information within the team, building relationships with customers and internal teams, and participating in Customer outreach, servicing, and advice activities.

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
Ability to provide community services, including, but not limited to, Financial Education classes
Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007
Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position

Nice To Haves

2 year degree preferred
Teller experience (Preferred)
Cross trained to take customer transactions upon hire
Notary License (Preferred)

Responsibilities

Act as a subject matter expert in the Store for both Customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking
Make product recommendations based on Customer needs and highlight product features and benefits that ultimately support Customers through challenging times and life events, save time and money, and exceed their needs
Establish and nurture Customer relationships by consistently displaying product knowledge, actively listening to Customer needs while engaging in additional conversation to identify any additional needs and offer a solution or partner referral
Utilize Customer Relationship Management tools to proactively play a key role in Customer assessments, proactively identify Customer solutions and lead-focused outbound sales activities
Evaluate issues, errors and problems based on practices and existing precedents or procedures and independently resolve customer problems escalating when necessary
Explain detailed and/or complicated information within the team
Build working relationships with customers and related teams
Participate in Customer outreach, servicing and advice activities to deliver on our unexpectedly human promise
Engage in conversations with customers about loan products, facilitate the application intake
Maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
Deliver Legendary Experience by helping Customers, building relationships, delivering service and advice to TD Customers
Understand and support the Bank's Customer Service Strategy; Deliver Customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations
Serve as a Customer advocate in providing Customer resolution, proactive tips and insights on saving time & money
Consistently execute appropriate behaviors to deliver a Legendary Customer experience that is unexpectedly human in the Store through either effective problem resolution or providing sound advice that yields a solution
Engage in lobby leadership by orchestrating Customer flow, warmly welcome, discover initial needs and guides Customer appropriately
Understand Customer preferences with banking (when and how they want) and educate Customers on self-service options that meet their needs
May act as a point of escalation for Customer questions or concerns
May perform a variety of (teller) transactions including check cashing, deposits, transfers and withdrawals while monitoring fraud mitigation and adhering to established operational policies and procedures
Consider the impact of decisions on the well-being of TD, its Customers and stakeholders
Provide the highest level of Customer service when dealing with internal partners, vendors or our Customers - WOW at every opportunity
Improve Customer financial confidence by sharing financial knowledge to help Customers meet and exceed their financial goals
Act as a brand champion both internally and externally
Champion Customer service activities; supporting Customers through challenging times and life events
Recognize transaction needs of clients and educate clients on self-service channels including digital options
Bring your genuine self and turn each banking transaction into a personalized interaction, one Customer at a time
Deliver end to end advice to Customers by providing information and tools for financial management that helps Customers achieve their goals, and provides real time insights
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
Promote full suite of products, sales, services and banking capabilities
Understand and apply operating policies and procedures
Support the timely and accurate completion of business processes and procedures
Escalate non-standard or high-risk transactions/activities as necessary
Ensure documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations
Ensure necessary due diligence to support the accuracy of all customer transactions/activities
Be knowledgeable of and comply with Bank Code of Conduct
Contribute to business objectives for Operational Excellence by fully understanding accountability in driving an operationally sound location
Execute with excellence by adhering to all Risk and Control Policies and Procedures
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
Participate in personal performance management and development activities
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 a fair, positive and equitable environment that supports a diverse workforce
Act as a brand ambassador for your business area/function and the Bank, both internally and/or externally
Utilize feedback through coaching sessions to demonstrate stronger performance
Establish relationships with partner bankers to make effective referrals to them
Contribute to a positive work environment by aligning to TD Model, Brand and Culture by participating fully as a member of the team
Collaborate with team members in contributing to the success of the team and organization
Actively seek opportunities to improve delivery of work with high attention to quality standards
Actively take ownership of own career and aspirations. Seek out diverse feedback to continuously develop and enhance skills
Positively embrace change
Adhere and participate in TD's Shared Commitments and code of conduct expectations
Be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
Be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007
Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position

Benefits

Fair and equitable compensation opportunities
Growth opportunities and skill development
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, and reward and recognition)
Regular development conversations
Training programs
Competitive benefits plan
Access to an online learning platform
Variety of mentoring programs
Respectful workplace where diverse perspectives are valued
Fair opportunities to grow
Training and onboarding sessions