Retail Banker II (West Springfield)

Work Location: Springfield, Virginia, United States of America • Hours: 40 per week

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 to guide customers regarding banking solutions and needs. This role contributes to business growth by identifying appropriate TD solutions that help customers achieve their financial goals and optimize their relationship with TD.

Responsibilities

• Act as a subject-matter expert in the store for both customers and colleagues regarding all TD products, services, policies, and procedures, with a focus on personal and business banking.
• Make product recommendations based on customer needs, highlighting features and benefits that support customers through life events, save time and money, and exceed expectations.
• Establish and nurture customer relationships by actively listening to needs, engaging in conversation to identify additional needs, and offering solutions or partner referrals.
• Utilize Customer Relationship Management tools to proactively assess customer needs, identify solutions, and lead outbound sales activities.
• Evaluate and resolve customer issues, errors, and problems based on practices and procedures, escalating when necessary.
• Explain detailed or complex information within the team and to customers.
• Build working relationships with customers and related teams.
• 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 an active registration status with the Nationwide Mortgage Licensing System and Registry (NMLS).
• Deliver a legendary customer experience by building trust, providing consultative support, and advocating for customers with proactive insights.
• Serve as a customer advocate by resolving issues, offering proactive tips, and providing insights on saving time and money.
• Orchestrate customer flow in the lobby, warmly welcome customers, discover initial needs, and guide them appropriately.
• Understand customer preferences and educate them on self-service options that meet their needs.
• Act as a point of escalation for customer questions or concerns.
• Perform a variety of teller transactions, including check cashing, deposits, transfers, and withdrawals, while monitoring fraud and adhering to operational policies.
• Provide the highest level of customer service to internal partners, vendors, and customers.
• Improve customer financial confidence by sharing financial knowledge to help them meet and exceed their goals.
• Act as a brand champion both internally and externally.
• Recognize transaction needs and educate clients on self-service channels, including digital options.
• Deliver end-to-end advice by providing tools for financial management, real-time insights, and solutions to help customers achieve their goals.

Requirements

• High School 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 organizational 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.
• Ability to schedule and prioritize work.
• 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 for registration as a mortgage loan originator under the SAFE Act.
• Satisfactory results on a criminal background check and credit report check are required by federal law.

Skills

• Full proficiency in job-related activities gained through training.
• Broad knowledge of TD’s full product suite, services, and processes, particularly in personal and business banking.
• Moderate complexity and risk management in decision-making.
• Ability to build and maintain relationships with customers and teams.
• Strong attention to detail and adherence to quality standards.
• Ability to embrace change and seek diverse feedback for continuous development.

Benefits

TD offers a Total Rewards package that includes base salary and variable compensation to support colleagues and their families in achieving financial, physical, and mental well-being goals.

Pay

$24.75 - $34.00 USD per hour. TD is committed to providing fair and equitable compensation opportunities, allowing colleagues to progress through the salary range as they advance in their role. The base pay offered may vary based on skills, experience, job-related knowledge, geographic location, and other business needs.

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%)
• Reaching overhead: Occasional (1-33%)
• Reaching forward: Occasional (1-33%)
• Pushing: 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%)