Relationship Banker I (US) - Hyannis, MA

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

Pay Details: $22.50 - $29.00 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 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 growth 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 to educate customers on bank products and services or refer them to appropriate team members/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/risk.
• Establishes and nurtures customer relationships through active listening, product knowledge, and identifying additional needs to offer solutions or partner referrals.
• Makes product recommendations based on customer needs, highlighting features and benefits that support customers through life events, save time and money, and exceed 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.
• Builds relationships with customers and explains detailed or complicated information.
• 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, providing service, and offering advice.
• Supports the Bank’s Customer Service Strategy by delivering end-to-end advice: building trust, providing consultative support, and advocating with proactive insights.
• Acts as a customer advocate to improve financial confidence, resolve issues, and provide 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, warmly welcoming customers, discovering needs, and guiding them appropriately.
• Understands customer preferences and educates them on self-service options.
• May act as a point of escalation for customer questions or concerns.
• Performs teller transactions (e.g., check cashing, deposits, transfers, withdrawals) while monitoring fraud and adhering to policies.
• Recognizes transaction needs and educates clients on self-service channels, including digital options.
• Personalizes each banking interaction to create a genuine connection.

Shareholder Accountabilities

• Ensures compliance with operational activities in accordance with guidelines and regulations (e.g., Bank Secrecy Act, 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/activities as necessary.
• Ensures documentation is accurate and reflects client/business intentions while complying with rules/regulations.
• Performs due diligence to support the accuracy of customer transactions/activities.
• Complies with the Bank Code of Conduct.
• Contributes to operational excellence by driving a sound and compliant location.

Employee/Team Accountabilities

• Participates fully as a team member, supporting a positive work environment that promotes service, quality, innovation, and teamwork.
• Enhances knowledge/expertise in own area and participates in knowledge transfer within the team.
• Engages in personal performance management and development activities.
• Keeps others informed about project status/progress and relevant day-to-day information.
• Contributes to a fair, positive, and equitable environment that supports diversity.
• Acts as a brand ambassador internally and externally.
• Utilizes feedback from coaching sessions to improve performance.
• Builds 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 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 (e.g., volunteering, education, 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 (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.
• Ability to schedule and prioritize 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 with NMLS (Nationwide Mortgage Licensing System and Registry).
• Must be eligible for employment under Regulation Z of the Truth in Lending Act and for registration as a mortgage loan originator 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 (required by federal law).

Physical Requirements

• Domestic Travel: Occasional (1-33%)
• International Travel: Never
• Performing sedentary work: Continuous (67-100%)
• Performing multiple tasks: Continuous
• Operating standard office equipment: Continuous
• Responding quickly to sounds: Continuous
• Sitting: Frequent (34-66%)
• Standing: Frequent
• Walking: Occasional
• 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: Continuous
• Applying common sense to standardized problems: Continuous
• Reading, writing, and comprehending instructions: Continuous
• Basic arithmetic (adding, subtracting, multiplying, dividing): Continuous

Benefits

TD offers a Total Rewards package that reflects investments in colleagues to help them and their families achieve financial, physical, and mental well-being goals. Benefits include:

• 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.