Relationship Banker I - Allston, MA

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

About the role

The Retail Banker I is a customer liaison integral to delivering TD’s brand promise by utilizing financial expertise and consultative advice to assist customers with their banking solutions and needs. This role contributes to business objectives by identifying appropriate TD solutions that help customers achieve their financial goals and optimize their relationship with TD.

This position requires a broad knowledge of the full product suite, services, and processes of the business area, typically involving low to moderate complexity and risk. The role involves establishing and nurturing customer relationships, making product recommendations, and utilizing customer relationship management tools to proactively identify solutions and lead outbound sales activities.

Responsibilities

• Deliver a legendary customer experience by building relationships and providing service and advice.
• Understand and support the Bank’s Customer Service Strategy by delivering end-to-end advice: building trust, providing consultative support, and advocating for customers with proactive insights.
• Serve as a customer advocate to improve financial confidence, provide resolutions, and offer proactive tips on saving time and money.
• Engage in lobby leadership by orchestrating customer flow, welcoming customers, discovering initial needs, and guiding them appropriately.
• Educate customers on self-service options and act as a point of escalation for questions or concerns.
• Perform teller transactions including check cashing, deposits, transfers, and withdrawals while adhering to fraud mitigation policies and operational procedures.
• Make product recommendations based on customer needs, highlighting features and benefits to support customers through life events.
• Utilize customer relationship management tools to proactively assess customer needs and lead outbound sales activities.
• Independently resolve customer issues, errors, and problems, escalating when necessary.
• Build working relationships with customers and explain detailed or complicated information.
• Engage in conversations about loan products and facilitate application intake.
• Ensure compliance with operational activities in accordance with company guidelines and regulations such as the Bank Secrecy Act and Patriot Act.
• Support daily store operations to align with TD’s risk framework and ensure timely, accurate completion of business processes.
• Escalate non-standard or high-risk transactions and activities as necessary.
• Ensure documentation is accurate and reflects client/business intentions, consistent with relevant rules and regulations.
• Participate fully as a team member, supporting a positive work environment that promotes service, quality, innovation, and teamwork.
• Continuously enhance knowledge and expertise, and participate in knowledge transfer within the team.
• 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, both internally and externally.
• Collaborate with team members to contribute to the success of the team and organization.
• Maintain active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Requirements

• High School Diploma or GED.
• 1+ years of experience working with customers and/or sales in any capacity (volunteering, education, or military experience preferred).
• Teller experience preferred.
• Ability to complete teller training upon hire to take customer transactions.
• Demonstrated ability to engage in customer conversations while educating them on products and services.
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Demonstrated organizational skills to handle multiple tasks in a fast-paced environment.
• Ability to schedule and prioritize work, and work independently within deadlines.
• Sound judgment in decision-making and effective problem-solving.
• Proficient in Microsoft Office.
• Notary License (preferred).
• Must be eligible for employment under Regulation Z of the Truth in Lending Act and eligible for registration as a mortgage loan originator with NMLS.
• Satisfactory results on a criminal background check and credit report check are required by federal law.

Skills

• Customer service and relationship-building.
• Financial product knowledge and consultative advice.
• Sales and referral capabilities.
• Problem-solving and decision-making.
• Time management and prioritization in a fast-paced environment.
• Effective communication and active listening.
• Proficiency in Microsoft Office and customer relationship management tools.

Pay

$24.25 - $32.50 USD per hour. TD is committed to providing fair and equitable compensation opportunities. 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, variable compensation/incentive awards (e.g., cash and/or equity incentive awards), health and well-being benefits, savings and retirement programs, and several other key plans to support financial, physical, and mental well-being goals.

Physical Requirements

• Never (0%): International travel, crawling, climbing.
• Occasional (1-33%): Domestic travel, walking, moving safely in confined spaces, lifting/carrying (under and over 25 lbs.), squatting, bending, kneeling, pushing, pulling, twisting.
• Frequent (34-66%): Sitting, standing, reaching forward.
• Continuous (67-100%): Performing sedentary work, performing multiple tasks, operating standard office equipment, responding quickly to sounds, concentrating for long periods, applying common sense to standardized situations, reading/writing/comprehending instructions, adding/subtracting/multiplying/dividing.