Associate Banker II - Andover, MA (Main St)

Work Location: Andover, Massachusetts, United States of America • Full-time, 40 hours per week

Pay Details: $22.00 - $27.75 USD per hour. TD is committed to providing fair and equitable compensation opportunities to all colleagues. The base pay offered may vary based on skills, experience, job-related knowledge, geographic location, and other business needs.

About the role

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.

Responsibilities

• 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.
• Delivers end-to-end advice customers expect by:
  • Building trust with educational content and tools.
  • Providing consultative support.
  • Advocating with proactive insights and recommendations.
• Utilizes TD's systems and tools to engage with customers, acquire and deepen relationships, and provide advice and guidance to attract and retain customers.
• Understands customer financial needs to identify opportunities to promote and educate on products, services, or refer them to the appropriate team member or internal bank partner while ensuring a positive customer experience.
• Accurately completes everyday banking transactions either on the teller line or platform while uncovering customer financial needs and educating on products, services, and tools or referring to the appropriate expert.
• Services the customer on both the teller line and platform, including opening/closing personal deposit accounts, processing everyday bank transactions, resolving debit/credit card issues, and assisting with Regulation E, mobile, and online (digital) banking.
• Connects with customers, provides financial advice, and deepens relationships through lead management activities, including:
  • Creation and management of self-generated leads.
  • Management of received partner/retail-to-retail referral leads or campaign leads.
  • Customer outreach (outbound calls, relay SMS).
  • Setting and/or hosting appointments.
  • Lead prioritization.
• Manages wait times to meet with a Banker by scheduling, rescheduling, or canceling client meetings.
• Engages in lobby leadership, representing the first point of contact for customer inquiries, orchestrating walk-in traffic, and resolving customer issues or scheduling appointments with experts.
• Understands and supports the Bank's customer service strategy, considering the impact of decisions on TD, its customers, and stakeholders.
• Drives referrals to store colleagues and partners to support the broader, more complex financial needs of customers.
• Ensures tasks are performed within established policy and procedures, successfully completing all required job-specific and compliance-related training.
• Understands, utilizes, and follows compliance/risk and control programs, ensuring ongoing compliance with internal/external audit and regulatory requirements.
• Provides prompt and comprehensive responses to all external audit, regulator, and compliance requests and findings, maintaining appropriate records of action plans.
• Is knowledgeable of and complies with the TD Code of Conduct.
• Ensures compliance when completing operational activities in accordance with company guidelines and regulations such as the Bank Secrecy Act and Patriot Act to minimize risk and protect the customer.
• Accurately processes cash/deposit/withdrawal transactions and other account servicing requests.
• Processes everyday transactions such as opening/closing accounts, servicing accounts, depositing or cashing checks, reordering debit cards, or updating addresses.
• Ensures compliance with all regulations, policies, and procedures, adhering to required controls, critical dates, and accurate documentation.
• Applies customer authentication principles, compliance regulations, and due diligence to new account openings and transactions.
• Accurately and efficiently performs transactions, maintains cash drawers, secures cash drawers/stations, balances out cash drawers, and follows policy for customer authentication.
• Acts as a Dual Control agent when required and follows all required open/close procedures.
• Contributes to a positive work environment by aligning with TD’s model, brand, and culture, and participating fully as a team member.
• Actively participates in personal performance and development activities, acting as a brand champion both internally and externally.
• Collaborates with team members to contribute to the success of the team and organization, actively seeking opportunities to improve work delivery with high attention to quality standards.
• Takes ownership of career and aspirations, seeking diverse feedback to continuously develop and enhance skills.
• Positively embraces change and models quality service at every customer interaction.
• May train and act as a mentor to newer colleagues.

Requirements

• High school diploma or GED.
• 1 year of experience working with customers in any capacity (e.g., volunteering, education, military experience preferred).
• Demonstrated customer service skills preferred.
• Ability to work during operating hours, including evenings, weekends, and holidays as scheduled.
• Teller experience preferred.
• 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 the 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.
• Notary License preferred.

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Frequent (34-66%)
• Performing multiple tasks: Continuous (67-100%)
• Operating standard office equipment: Continuous (67-100%)
• Responding quickly to sounds: Continuous (67-100%)
• Sitting: Frequent (34-66%)
• Standing: Frequent (34-66%)
• Walking: Frequent (34-66%)
• Moving safely in confined spaces: Occasional (1-33%)
• Lifting/Carrying (under 25 lbs.): Occasional (1-33%)
• Lifting/Carrying (over 25 lbs.): Occasional (1-33%)
• Squatting: Occasional (1-33%)
• Bending: Occasional (1-33%)
• Kneeling: Occasional (1-33%)
• Crawling: Occasional (1-33%)
• Climbing: Occasional (1-33%)
• Reaching overhead: Occasional (1-33%)
• Reaching forward: Occasional (1-33%)
• Pushing: Occasional (1-33%)
• Pulling: Occasional (1-33%)
• Twisting: Occasional (1-33%)
• Concentrating for long periods of time: Continuous (67-100%)
• Applying common sense to deal with problems involving standardized situations: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)

Benefits

TD offers a Total Rewards package that includes:

• Base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity 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 programs.

TD is committed to providing support through regular development conversations, training programs, and a competitive benefits plan to help colleagues thrive both at work and at home.

Colleague development opportunities include regular career and development conversations with managers, access to an online learning platform, and mentoring programs. TD offers diverse career paths to grow expertise and make a meaningful impact.