Retail Banker II- Northfield, NJ (40 hours)

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. 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

• 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.
• Shares financial knowledge to help customers meet and exceed their financial goals.
• Delivers end-to-end advice to customers by providing information and tools for financial management that helps customers achieve their goals, and provides real-time insights.
• 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.
• Understands and applies operating policies and procedures.
• 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.
• Keeps others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities.
• Contributes to a fair, positive and equitable environment that supports a diverse workforce.
• Uses feedback through coaching sessions to demonstrate stronger performance.
• Seeks out diverse feedback to continuously develop and enhance skills.
• Positively embraces change.
• Adheres and participates in TD's Shared Commitments and code of conduct expectations.

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.
• Customer relationship management.
• Customer advocacy.
• Outbound sales activities.
• Customer resolution.
• Financial management.
• Self-service options.
• Financial education.
• Customer flow management.
• Customer financial confidence.
• Brand championing.
• Customer service activities.
• Financial knowledge sharing.
• End-to-end advice.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences with banking.
• Customer transaction processing.
• Customer financial management.
• Customer financial confidence.
• Customer service activities.
• Customer financial goals.
• Customer needs identification.
• Customer preferences