Relationship Banker I (US) - Jamaica Plain, MA - Bilingual Spanish Preferred

Work Location: Jamaica Plain, 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, offering solutions or partner referrals.
• Make product recommendations based on customer needs, highlighting features and benefits that support customers through challenging times, life events, and exceed their 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.
• 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 helping customers, 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 with proactive insights.
• Serve as a customer advocate by improving financial confidence, providing resolution, and offering proactive tips on saving time and money.
• Execute behaviors that deliver a legendary, unexpectedly human customer experience through problem resolution or sound advice.
• Engage in lobby leadership by orchestrating customer flow, welcoming customers, discovering initial needs, and guiding them appropriately.
• Understand customer preferences and educate them on self-service options.
• 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/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 an operationally sound 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 own area and participate in knowledge transfer within the team and business unit.
• 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 the business area and the Bank, both internally and externally.
• Utilize feedback through 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 own 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.

Requirements

• High School Diploma or GED.
• 1+ years’ experience working with customers and/or sales in any capacity, or equivalent demonstrated through 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).
• Demonstrated 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.
• Demonstrated ability to work independently and within 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 in accordance with the SAFE Act.
• Satisfactory results on a criminal background check and credit report check, including statements/certification from the job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are 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 problems involving standardized situations: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)

Pay

$24.25 - $32.50 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 specific business and organizational needs.