Associate Banker II - Bilingual English & Spanish Speaking Preferred - Methuen, MA (Haverhill St)

Work Location: Methuen, Massachusetts, United States of America. Full-time position, 40 hours per week.

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.

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. Utilizes TD's systems and tools to engage with customers, build trust, and deepen relationships by providing advice and guidance.

Responsibilities

• Deliver end-to-end advice customers expect by:
  • Building trust with educational content and tools
  • Providing consultative support
  • Advocating with proactive insights and recommendations
• Understand 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 complete everyday banking transactions either on the teller line or on the platform while uncovering customer financial needs and educating on products, services, and tools or referring to the appropriate expert.
• Service the customer, both on the teller line and platform, with the ability to handle:
  • Opening/closing personal deposit accounts
  • Everyday bank transactions
  • Debit card/credit card issues
  • Regulation E, mobile, and online (digital) banking
• Connect with customers, provide financial advice, and deepen 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
• Consistently provide legendary customer service while transacting, promoting, educating, and referring TD products to new and existing customers.
• Establish and nurture customer relationships by displaying product knowledge, actively listening to customer needs, and offering solutions or partner referrals.
• Manage wait times to meet with a Banker by scheduling, rescheduling, or canceling client meetings.
• Engage in lobby leadership, representing the first point of contact for customer inquiries, orchestrating walk-in traffic, and resolving customer issues or making appointments.
• 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, including completing all required job-specific and compliance-related training.
• Understand, utilize, and follow compliance/risk and control programs, ensuring ongoing compliance with internal/external audit and regulatory requirements.
• Ensure 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 process cash/deposit/withdrawal transactions and other account servicing requests.
• Process everyday transactions such as opening/closing accounts, servicing accounts, depositing or cashing checks, reordering debit cards, or updating addresses.
• Apply customer authentication principles, compliance regulations, and due diligence to new account openings and transactions.
• Accurately and efficiently perform transactions, maintain cash drawers, secure cash drawers/stations, balance out cash drawers, and operate TCR (Teller Cash Recycler).
• Follow policy and procedure for customer authentication and act as a Dual Control agent when required.
• Follow all required open/close procedures.
• Contribute to a positive work environment by aligning with TD’s model, brand, and culture, and participating fully as a team member.
• Actively seek opportunities to improve work delivery with high attention to quality standards and take ownership of career aspirations.
• Positively embrace change and model quality service at every customer interaction.

Requirements

• High school diploma or GED.
• 1 year of experience working with customers in any capacity (volunteering, education, or military experience preferred).
• Demonstrated customer service skills.
• 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.

Pay

$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.

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.

Training and onboarding sessions are provided to ensure success in the new role. TD is committed to colleague development through regular career and performance conversations, access to online learning platforms, and mentoring programs.

Physical Requirements

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