Retail Banker (74th & Broadway) Full Time

Work Location

New York, New York, United States of America

Hours

40

Pay Details

$24.25 - $32.50 USD

Line of Business

Personal & Commercial Banking

Job Summary

The Retail Banker I is a customer liaison integral to delivering TD’s Brand promise by using financial expertise and consultative advice to help customers with their banking needs and solutions. This role supports business objectives by identifying appropriate TD solutions that help customers achieve their financial goals and optimize their relationship with TD.

Depth & Scope

• Proficient in products, services, and routine transactions to identify opportunities to educate customers on bank products and services and/or refer them to appropriate team members or internal partners, while ensuring a positive customer experience.
• Requires broad knowledge and understanding of the full product suite, services, and processes within the business area; characterized by low to moderate complexity/risk.
• Establishes and nurtures customer relationships by consistently demonstrating product knowledge, actively listening to customer needs, engaging in additional conversation to identify additional needs, and offering solutions or partner referrals.
• Makes product recommendations based on customer needs and highlights product features and benefits that help customers through challenging times and life events, save time and money, and exceed their needs.
• Uses customer relationship management tools to proactively support customer assessments, identify customer solutions, and conduct lead-focused outbound sales activities.
• Independently resolves customer issues, errors, and problems, escalating when necessary.
• Builds working relationships with customers and explains detailed and/or complex information.
• Achieves full proficiency through job-related training to perform a range of activities.
• Participates in customer outreach, servicing, and advice activities to deliver on the “unexpectedly human” promise.
• Engages customers in conversations about loan products and facilitates application intake.
• Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

Customer Accountabilities

• Delivers a Legendary 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 customers expect: (1) building trust with educational content and tools, (2) providing consultative support, and (3) advocating for customers with proactive insights and recommendations.
• Serves as a customer advocate to improve customer financial confidence by providing customer resolution, proactive tips, and insights on saving time and money.
• Consistently demonstrates behaviors that deliver a Legendary customer experience that is “unexpectedly human” in the store through effective problem resolution or sound advice that yields a solution.
• Leads the lobby experience by orchestrating customer flow, warmly welcoming customers, discovering initial needs, and guiding customers appropriately.
• Understands customer preferences for banking (when and how they want service) and educates customers on self-service options that meet their needs.
• May serve as a point of escalation for customer questions or concerns.
• May 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.
• Considers the impact of decisions on TD, its customers, and stakeholders.
• Acts as a brand champion both internally and externally.
• Identifies transaction needs and educates clients on self-service channels, including digital options.
• Brings a genuine self to turn each banking transaction into a personalized interaction with one customer at a time.

Shareholder Accountabilities

• Ensures compliance when completing operational activities in accordance with company guidelines and regulations, such as the Bank Secrecy Act and Patriot Act, to minimize risk and protect the customer.
• Participates in daily store operations to ensure alignment with TD’s risk framework.
• 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 prepared/completed is accurate, properly reflects client/business intentions, and is consistent with relevant rules and regulations.
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities.
• Knows and complies with the 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.

Employee/Team Accountabilities

• Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation, and teamwork, and ensures timely communication of issues and points of interest.
• Supports the team by continuously enhancing knowledge/expertise and participating in knowledge transfer within the team and business unit.
• Participates in personal performance management and development activities.
• Keeps others informed about the status and progress of projects and other relevant or useful information related to day-to-day activities.
• Contributes to a fair, positive, and equitable environment that supports a diverse workforce.
• Acts as a brand ambassador for the business area/function and the Bank, both internally and externally.
• Utilizes feedback through coaching sessions to demonstrate stronger performance.
• Establishes relationships with partner bankers to make effective referrals.
• Contributes to a positive work environment by aligning to the TD Model, Brand, and Culture through full participation as a member of the team.
• Collaborates with team members to contribute to the success of the team and organization.
• Actively seeks opportunities to improve delivery of work with high attention to quality standards.
• Takes ownership of personal career and aspirations; seeks diverse feedback to continuously develop and enhance skills.
• Positively embraces change.
• Adheres to and participates in TD’s Shared Commitments and code of conduct expectations.
• Engages in advancing and sustaining a unique, inclusive culture that reflects TD’s diversity agenda and creates an extraordinary employee experience.

Education & Experience

• 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 (preferred).
• Teller experience (preferred).
• Ability to complete teller training upon hire to take customer transactions.
• Demonstrated ability to engage customers in conversations while educating them on products and services (preferred).
• 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 meet deadlines.
• Sound judgment in decision-making and effective problem solving.
• Proficient in Microsoft Office.
• Notary License (preferred).

OCC Language

• This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under 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.
• 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 SAFE Act, 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007.
• Satisfactory results on a criminal background check and a credit report check, and statements/certification from the job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position.

Physical Requirements

• Domestic Travel: Occasional
• International Travel: Never
• Performing sedentary work: Continuous
• Performing multiple tasks: Continuous
• Operating standard office equipment: Continuous
• Responding quickly to sounds: Continuous
• Sitting: Frequent
• Standing: Frequent
• Walking: Occasional
• 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
• 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

Who We Are

TD is one of the world’s leading global financial institutions and the fifth largest bank in North America by branches/stores. Every day, TD strives to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States, and around the world. More than 95,000 TD colleagues bring skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, and believes that all colleagues—no matter where they work—are client facing. Together, we are reimagining what banking can be for clients, colleagues, and communities.