Retail Banker I (40) Gateway

Work Location: Columbia, South Carolina, United States of America. Hours: 40. Line of Business: Personal & Commercial Banking. Pay Details: $22.50 - $29.00 USD.

About the Role

The Retail Banker I is a customer liaison that is 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 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.

Responsibilities

• Proficiently identify products, services, and routine transactions in order to educate customers on Bank products and services or refer them to appropriate team members or internal Bank partners, while ensuring a positive customer experience.
• Establish and nurture customer relationships by consistently displaying product knowledge, actively listening to customer needs, and engaging in additional conversation to identify further needs and offer a solution or partner referral.
• Make product recommendations based on customer needs and highlight product features and benefits that support customers through challenging times and life events, save time and money, and exceed their needs.
• Utilize customer relationship management tools to proactively play a key role in customer assessments, identify customer solutions, and lead focused outbound sales activities.
• Independently resolve customer issues, errors, and problems, escalating when necessary.
• Build working relationships with customers and explain detailed and/or complicated information.
• Participate in customer outreach, servicing, and advice activities to deliver on the unexpectedly human promise.
• Engage in conversations with customers about loan products and facilitate the application intake.
• Maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Customer Accountabilities

• Deliver a legendary experience by helping customers, building relationships, and providing service and advice.
• Understand and support the Bank's Customer Service Strategy; deliver customers end-to-end advice: (1) building trust with educational content and tools, (2) providing consultative support, and (3) advocating for them with proactive insights and recommendations.
• Serve as a customer advocate in improving customer financial confidence, providing customer resolution, and proactive tips and insights on saving time and money.
• Consistently execute appropriate behaviors to deliver a legendary customer experience that is unexpectedly human in the Store through effective problem resolution or providing sound advice.
• Engage in lobby leadership by orchestrating customer flow, warmly welcoming customers, discovering initial needs, and guiding customers appropriately.
• Understand customer preferences with banking (when and how they want) and educate customers on self-service options that meet their needs.
• Act as a point of escalation for customer questions or concerns when needed.
• Perform a variety of teller transactions including check cashing, deposits, transfers, and withdrawals while monitoring fraud mitigation and adhering to established operational policies and procedures.
• Consider the impact of decisions on the well-being of 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.
• Bring your genuine self and turn each banking transaction into a personalized interaction, one customer at a time.

Shareholder Accountabilities

• Ensure compliance when completing operational activities in accordance with company guidelines and regulations such as Bank Secrecy Act and Patriot Act to minimize risk and protect the customer.
• Participate in the Store's daily operations to ensure alignment with TD's risk framework.
• Understand and apply operating policies and procedures.
• Support the timely and accurate completion of business processes and procedures.
• Escalate non-standard or high-risk transactions or activities as necessary.
• Ensure documentation prepared and completed is accurate and properly reflects client/business intentions and is consistent with relevant rules and regulations.
• Be knowledgeable of and comply with the Bank Code of Conduct.
• Contribute to business objectives for Operational Excellence by fully understanding accountability in driving an operationally sound location.
• Execute with excellence by adhering to all risk and control policies and procedures.

Employee / Team Accountabilities

• Participate fully as a member of the team and support a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensures timely communication of issues and points of interest.
• Support the team by continuously enhancing 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 and up-to-date about the status and progress of projects and all relevant or useful information related to 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, function, 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 to them.
• Collaborate with team members in contributing to the success of the team and organization.
• Actively seek opportunities to improve delivery of work with high attention to quality standards.
• Actively take ownership of own career and aspirations; seek out diverse feedback to continuously develop and enhance skills.
• Positively embrace change.
• Adhere to and participate in 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

• HS Diploma or GED.
• 1+ years' experience working with customers and/or sales in any capacity, or equivalent demonstrated through volunteering, education, or military experience.
• 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.
• Demonstrated organization skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with 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.
• Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position.

Qualifications

• Notary License (Preferred).
• Must be eligible for employment with a covered financial institution under the standards established by 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 the NMLS in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007.

Physical Requirements

• Performing sedentary work – Continuous (67-100%)
• Performing multiple tasks – Continuous
• Operating standard office equipment – Continuous
• Responding quickly to sounds – Continuous
• Concentrating for long periods of time – Continuous
• Applying common sense to deal with problems involving standardized situations – Continuous
• Reading, writing, and comprehending instructions – Continuous
• Adding, subtracting, multiplying, and dividing – Continuous
• Sitting – Frequent (34-66%)
• Standing – Frequent
• Walking – Occasional (1-33%)
• 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
• Domestic Travel – Occasional
• International Travel – Never (0%)

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The listed or specified responsibilities and duties are considered essential functions for ADA purposes.