Relationship Banker I - Ipswich, MA

Work Location: Ipswich, Massachusetts, United States of America • Full-time, 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.

Proficient in products, services, and routine transactions, the Retail Banker I educates customers on bank products and services, makes referrals to appropriate team members or internal partners, and ensures a positive customer experience. The role requires broad knowledge of the full product suite, services, and processes of the business area, handling low to moderate complexity and risk.

Responsibilities

• Establish and nurture customer relationships by displaying product knowledge, actively listening to customer needs, and engaging in additional conversation to identify further needs.
• Make product recommendations based on customer needs, highlighting features and benefits that support customers through life events, save time and money, and exceed expectations.
• Utilize customer relationship management tools to proactively assess customer needs, identify solutions, 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 clearly.
• Participate in customer outreach, servicing, and advice activities to deliver on TD’s “unexpectedly human” promise.
• Engage in conversations with customers about loan products and facilitate application intake.
• Maintain active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Deliver a legendary customer experience by building relationships, providing service, and offering advice.
• Understand and support the Bank’s Customer Service Strategy by building trust, providing consultative support, and advocating for customers with proactive insights.
• Serve as a customer advocate to improve financial confidence, provide resolution, and offer proactive tips on saving time and money.
• Execute appropriate behaviors to deliver a legendary, “unexpectedly human” experience in-store through problem resolution or sound advice.
• Engage in lobby leadership by orchestrating customer flow, welcoming customers, discovering initial needs, and guiding them appropriately.
• Educate customers on self-service options that meet their banking preferences.
• Act as a point of escalation for customer questions or concerns.
• Perform teller transactions including check cashing, deposits, transfers, and withdrawals while monitoring fraud mitigation and adhering to operational policies.
• Consider the impact of decisions on TD, its customers, and stakeholders.
• Act as a brand champion both internally and externally.
• Recognize transaction needs and educate clients on self-service channels, including digital options.
• Ensure compliance with operational activities in accordance with company guidelines and regulations such as the Bank Secrecy Act and Patriot Act.
• Participate in daily store operations to align with TD’s risk framework.
• Understand and apply operating policies and procedures.
• Support timely and accurate completion of business processes and procedures.
• Escalate non-standard or high-risk transactions and activities as necessary.
• Ensure documentation is accurate and reflects client or business intentions, consistent with relevant rules and regulations.
• Perform due diligence to support the accuracy of all customer transactions and activities.
• Comply with the Bank Code of Conduct.
• Contribute to business objectives for operational excellence by driving a sound operational location.
• Execute with excellence by adhering to all risk and control policies and procedures.
• Participate fully as a team member, supporting a positive work environment that promotes service, quality, innovation, and teamwork.
• Continuously enhance knowledge and expertise in your area and participate in knowledge transfer within the team.
• Participate in personal performance management and development activities.
• Keep others informed about the status and progress of projects and relevant 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 and the Bank, both internally and externally.
• Utilize feedback from coaching sessions to demonstrate stronger performance.
• Establish relationships with partner bankers to make effective referrals.
• Collaborate with team members to contribute to the success of the team and organization.
• Actively seek opportunities to improve work delivery with high attention to quality standards.
• Take ownership of your career and aspirations, seeking diverse feedback to continuously develop and enhance skills.
• Positively embrace change and adhere to TD’s Shared Commitments and code of conduct expectations.
• Engage in advancing and sustaining a unique, inclusive culture that reflects TD’s diversity agenda and creates an extraordinary employee experience.

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 be able to complete teller training upon hire to take customer transactions.
• Demonstrated ability to engage in customer conversations while educating them on products and services (preferred).
• Strong organizational skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Demonstrated ability to schedule and prioritize work.
• Ability to work independently and meet deadlines.
• Sound judgment in decision-making and effective problem-solving.
• Proficient in Microsoft Office.
• Notary License (preferred).
• Must maintain active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Must be eligible for employment with a covered financial institution under 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 NMLS under the SAFE Act (12 U.S.C. 5102 et seq.).
• Satisfactory results on a criminal background check and credit report check, including certification from the job applicant regarding administrative, civil, or criminal findings by any government agency (required by federal law).

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 of time: Continuous (67-100%)
• Applying common sense to deal with standardized problems: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)

Pay

$24.00 - $29.00 USD per hour. TD is committed to providing fair and equitable compensation opportunities. Base pay may vary based on skills, experience, job-related knowledge, geographic location, and other business and organizational 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). Additional benefits include:

• Health and well-being benefits.
• Savings and retirement programs.