Relationship Banker I - Bilingual English & Spanish Speaking Preferred - Haverhill MA (Merrimack Street)

Work Location: Haverhill, Massachusetts, United States of America. Hours: 40 per week.

Pay

$22.50 - $29.00 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.

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.

Depth & Scope

• Proficient in products, services, and routine transactions to identify opportunities for educating customers on bank products and services or referring them to appropriate team members or internal partners while ensuring a positive customer experience.
• Requires broad knowledge of the full product suite, services, and processes of the business area, typically involving low to moderate complexity or risk.
• Establishes and nurtures customer relationships by displaying product knowledge, actively listening to customer needs, and engaging in additional conversation to identify further needs, offering solutions or partner referrals.
• Makes product recommendations based on customer needs, highlighting features and benefits that support customers through challenging times, life events, and exceed their expectations.
• Utilizes customer relationship management tools to proactively assess customer needs, identify solutions, and lead outbound sales activities.
• Independently resolves customer issues, errors, and problems, escalating when necessary.
• Explains detailed or complicated information to customers and builds working relationships with them.
• Participates in customer outreach, servicing, and advice activities to deliver on TD’s "unexpectedly human" promise.
• Engages in conversations about loan products and facilitates application intake.
• Must maintain active registration with the Nationwide Mortgage Licensing System and Registry (NMLS).

Responsibilities

Customer Accountabilities

• Delivers a legendary customer experience by building relationships and providing service and advice.
• Supports the Bank’s Customer Service Strategy by delivering end-to-end advice: building trust with educational content, providing consultative support, and advocating for customers with proactive insights.
• Serves as a customer advocate by improving financial confidence, providing resolutions, and offering proactive tips on saving time and money.
• Executes behaviors to deliver a legendary, "unexpectedly human" experience through problem resolution or sound advice.
• Engages in lobby leadership by orchestrating customer flow, welcoming customers, discovering needs, and guiding them appropriately.
• Understands customer preferences and educates them on self-service options that meet their needs.
• May act as a point of escalation for customer questions or concerns.
• Performs teller transactions including check cashing, deposits, transfers, and withdrawals while monitoring fraud and adhering to operational policies.
• Considers the impact of decisions on TD, its customers, and stakeholders.
• Acts as a brand champion both internally and externally.
• Educates clients on self-service channels, including digital options.
• Turns each banking transaction into a personalized interaction.

Shareholder Accountabilities

• Ensures compliance with operational activities in accordance with company guidelines and regulations such as the Bank Secrecy Act and Patriot Act to minimize risk.
• Participates in daily store operations to align with TD’s risk framework.
• Understands and applies operating policies and procedures.
• Supports timely and accurate completion of business processes.
• Escalates non-standard or high-risk transactions as necessary.
• Ensures documentation is accurate and reflects client or business intentions consistent with relevant rules and regulations.
• Performs due diligence to support the accuracy of all customer transactions.
• Complies with the Bank Code of Conduct.
• Contributes to operational excellence by driving a sound location.
• Executes with excellence by adhering to all risk and control policies.

Employee/Team Accountabilities

• Participates fully as a team member, supporting a positive work environment that promotes service, quality, innovation, and teamwork.
• Enhances knowledge and expertise in own area and participates in knowledge transfer within the team and business unit.
• Participates in personal performance management and development activities.
• Keeps others informed about the status or progress of projects and relevant day-to-day activities.
• Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
• Acts as a brand ambassador for the business area and the Bank, both internally and externally.
• Utilizes feedback from coaching sessions to improve performance.
• Establishes relationships with partner bankers to make effective referrals.
• Collaborates with team members to contribute to the success of the team and organization.
• Seeks opportunities to improve work delivery with high attention to quality standards.
• Takes ownership of career and aspirations, seeking diverse feedback to develop and enhance skills.
• Positively embraces change and adheres to TD’s Shared Commitments and code of conduct.
• Engages in advancing and sustaining an inclusive culture that reflects TD’s diversity agenda.

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.
• Must complete teller training upon hire to handle customer transactions.
• Demonstrated ability to engage in customer conversations while educating them on products and services.
• Strong organizational skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Ability to schedule and prioritize work effectively.
• Ability to work independently and meet deadlines.
• Sound judgment in decision-making and problem-solving.
• Proficient in Microsoft Office.
• Notary License (preferred).
• Must maintain active registration with NMLS (Nationwide Mortgage Licensing System and Registry).
• 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 under the SAFE Act.
• Satisfactory results on a criminal background check and credit report, with certification regarding administrative, civil, or criminal findings by any government agency.

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never (0%)
• Performing sedentary work: Continuous (67-100%)
• 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: Occasional (1-33%)
• 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: Continuous (67-100%)
• Applying common sense to deal with problems: 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, variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards), health and well-being benefits, savings and retirement programs, and other key plans to support colleagues and their families in achieving financial, physical, and mental well-being goals.