Relationship Banker II Float (US)

Work Location: Shrewsbury, Massachusetts, United States of America

About the role

The Retail Banker II Float is a Customer liaison integral to delivering TD’s brand promise by utilizing financial expertise and consultative advice in advising Customers regarding personal banking solutions and needs. This role contributes to the achievement of business objectives that enable growth through identifying appropriate TD solutions that help Customers achieve their financial goals and optimize their relationship with TD. This role is accountable for working in multiple locations, requiring the ability to adapt to different contexts and settings.

Responsibilities

• Acts as a subject matter expert in the Store for both Customers and colleagues regarding all products, services, policies, and procedures of TD, especially in personal and business banking.
• 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 Customers, identify solutions, and lead outbound sales activities.
• Evaluates issues, errors, and problems based on practices and existing procedures.
• Explains detailed and/or complicated information within the team.
• Builds working relationships with customers and related teams.
• Participates in Customer outreach, servicing, and advice activities to deliver on TD’s "unexpectedly human" promise.
• Engages in conversations with customers about loan products and facilitates application intake.
• Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Delivers a Legendary Customer experience by helping Customers, building relationships, and providing service and advice.
• Understands and supports the Bank's Customer Service Strategy by delivering end-to-end advice: building trust, providing consultative support, and advocating for Customers with proactive insights.
• Serves as a Customer advocate in providing resolution, proactive tips, and insights on saving time and money.
• Establishes and nurtures Customer relationships through product knowledge, active listening, and identifying additional needs.
• Utilizes Customer relationship management tools to gather information and build insights for a deeper Customer experience.
• Engages in lobby leadership by orchestrating Customer flow, welcoming Customers, discovering needs, and guiding them appropriately.
• Educates Customers on self-service options that meet their banking preferences.
• May act as a point of escalation for Customer questions or concerns.
• Performs a variety of teller transactions including check cashing, deposits, transfers, and withdrawals while monitoring fraud mitigation.
• Promotes the full suite of TD products, sales, services, and banking capabilities.
• Ensures timely and accurate completion of business processes and procedures.
• Escalates non-standard or high-risk transactions/activities as necessary.
• Ensures documentation is accurate and reflects client/business intentions, consistent with relevant rules and regulations.
• Complies with the Bank Code of Conduct and contributes to Operational Excellence.
• Participates fully as a team member, supporting a positive work environment that promotes service, quality, innovation, and teamwork.
• Continuously enhances knowledge and expertise in own area and participates in knowledge transfer within the team.
• Actively seeks opportunities to improve work delivery with high attention to quality standards.
• Establishes relationships with partner bankers to make effective referrals.
• Contributes to a positive work environment by aligning with TD’s Model, Brand, and Culture.
• Actively 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 expectations.

Requirements

• High School Diploma or GED required; 2-year degree preferred.
• 2+ years of related experience required.
• Teller experience preferred.
• Cross-trained to take customer transactions.
• Requires agility, teamwork, and flexibility to adapt to different locations and environments.
• Must be able to do same-day travel to multiple work locations within a designated region or area.
• Superior Customer Service skills.
• Strong organization skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Demonstrated effective problem-solving skills.
• Demonstrated ability to schedule and prioritize work.
• Demonstrated ability to work independently and within deadlines.
• Proficient in Microsoft Office.
• Ability to provide community services, including Financial Education classes.
• Notary License preferred.
• Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
• Must be eligible for employment under Regulation Z of the Truth in Lending Act and the SAFE Act.
• Satisfactory results on a criminal background check and credit report check are required by federal law.

Skills

• Broad knowledge and understanding of the full product suite, services, and processes of the business area.
• Moderate complexity and risk assessment in product recommendations.
• Proficiency in Customer Relationship Management tools.
• Full proficiency in job-related activities through training.

Pay

$24.00 - $33.50 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.

Schedule

40 hours per week.

Physical Requirements

• Domestic Travel: Continuous (67-100%)
• 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: Continuous (67-100%)
• Standing: Occasional (1-33%)
• Walking: Continuous (67-100%)
• 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%)
• 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 standardized problems: Continuous (67-100%)
• Reading, writing, and comprehending instructions: Continuous (67-100%)
• Adding, subtracting, multiplying, and dividing: Continuous (67-100%)