Retail Banker II (King Street Alexandria)

About the role

The Retail Banker II is a customer liaison integral to delivering TD’s Brand promise by utilizing financial expertise and consultative advice in advising customers regarding banking solutions/needs.

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 regarding both personal banking and business banking.
• Makes product recommendations based on customer needs and highlights product features and benefits that ultimately support customers through challenging times and life events, save time and money, and exceed their needs.
• Establishes and nurtures customer relationships by consistently displaying product knowledge, actively listening to customer needs while engaging in additional conversation to identify any additional needs and offer a solution or partner referral.
• Utilizes Customer Relationship Management tools to proactively play a key role in customer assessments, proactively identifies customer solutions and lead-focused outbound sales activities.
• Evaluates issues, errors and problems based on practices and existing precedents or procedures and independently resolves customer problems escalating when necessary.
• Explains detailed and/or complicated information within the team.
• Buys into the Bank's Customer Service Strategy; delivers customers end-to-end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations.
• Serves as a customer advocate in providing customer resolution, proactive tips and insights on saving time & money.
• Engages in lobby leadership by orchestrating customer flow, warmly welcomes, discovers initial needs and guides customer appropriately.
• Understands customer preferences with banking (when and how they want) and educates customers on self-service options that meet their needs.
• 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 and adhering to established operational policies and procedures.
• Considers the impact of decisions on the well-being of TD, its customers and stakeholders.
• Improves customer financial confidence by sharing financial knowledge to help customers meet and exceed their financial goals.
• Acts as a brand champion both internally and externally.
• Champions customer service activities; supporting customers through challenging times and life events.
• Recognizes transaction needs of clients and educates clients on self-service channels including digital options.
• Bridges the gap between customers and internal partners, vendors or customers - WOW at every opportunity.
• Ensures 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.
• Promotes full suite of products, sales, services and banking capabilities.
• Supports the timely and accurate completion of business processes and procedures.
• Escalates non-standard or high-risk transactions/activities as necessary.
• Ensures documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations.
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities.
• Be knowledgeable of and complies with Bank Code of Conduct.
• Contributes to business objectives for Operational Excellence by fully understanding accountability in driving an operationally sound location.
• Executes with excellence by adhering to all Risk and Control Policies and Procedures.

Qualifications

• HS Diploma or GED required; 2 year degree preferred.
• 2+ years of related experience working with customers and/or sales in any capacity.
• Teller experience (preferred).
• Cross-trained to take customer transactions upon hire.
• Superior customer service skills.
• Strong organization skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with 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, but not limited to, financial education classes.
• Notary License (preferred).

Skills

• Customer service skills.
• Financial expertise.
• Consultative advice.
• Product knowledge.
• Problem-solving skills.
• Communication skills.
• Organizational skills.
• Microsoft Office proficiency.
• Customer relationship management tools.
• Customer relationship building.
• Customer advocacy.
• Customer education.
• Customer service strategy.
• Customer financial management.
• Customer financial education.
• Customer financial planning.
• Customer financial goal setting.
• Customer financial goal achievement.
• Customer financial confidence building.
• Customer financial risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.
• Customer financial investment goal achievement.
• Customer financial investment risk management.
• Customer financial investment advice.
• Customer financial investment planning.
• Customer financial investment goal setting.