Relationship Banker I - White Plains (Bilingual Spanish Preferred)

Job Overview

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

Location and Schedule

• Work Location: White Plains, New York, United States of America
• Hours: 40
• Line of Business: Personal & Commercial Banking

Pay Details

$24.25 - $32.50 USD

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Compensation policies and practices are designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay offered may vary based on the candidate’s skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.

As a candidate, you are encouraged to ask compensation-related questions and have an open dialogue with your recruiter for more specific details for this role.

Responsibilities (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 bank partners, while ensuring a positive customer experience.
• Maintains broad knowledge and understanding of the full product suite, services, and processes for 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, and engaging in additional conversation to identify needs and offer solutions or partner referrals.
• Makes product recommendations based on customer needs, highlighting product features and benefits to help customers through challenging times and life events.
• Uses customer relationship management tools to proactively participate in customer assessments and proactively identifies customer solutions, including lead-focused outbound sales activities.
• Independently resolves customer issues, errors, and problems, escalating when necessary.
• Builds working relationships and explains detailed and/or complicated information.
• Performs a range of activities with full proficiency gained through job-related training.
• Participates in customer outreach, servicing, and advice activities to deliver on TD’s “unexpectedly human” promise.
• Engages 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 through educational content and tools, (2) providing consultative support, and (3) advocating for customers with proactive insights and recommendations.
• Acts as a customer advocate by improving customer financial confidence, providing customer resolution, and offering proactive tips and insights on saving time and money.
• Consistently executes appropriate behaviors to deliver a Legendary customer experience that is “unexpectedly human” in the store through effective problem resolution or sound advice that yields a solution.
• Provides lobby leadership 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 act 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, customers, and stakeholders.
• Acts as a brand champion both internally and externally.
• Recognizes transaction needs and educates clients on self-service channels, including digital options.
• Brings a genuine self and turns 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 the store’s daily 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 aligns with relevant rules and regulations.
• Ensures necessary due diligence to support the accuracy of all customer transactions/activities.
• Understands 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/procedures.

Employee/Team Accountabilities

• Participates fully as a team member by supporting a positive work environment that promotes service to the business, quality, innovation, and teamwork; ensures timely communication of issues and points of interest.
• Supports the team by continuously enhancing knowledge and expertise in your area and participating in knowledge transfer within the team and business unit.
• Participates in personal performance management and development activities.
• Keeps others informed and up-to-date on the status/progress of projects and relevant 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 your business area/function and the bank, both internally and/or 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 with TD Model, Brand, and Culture through full participation as a team member.
• 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.
• Actively takes ownership of your 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 an 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.
• Must be able to complete teller training upon hire to take customer transactions.
• Demonstrated ability to engage customers while educating them on products and services (preferred).
• Demonstrated organization skills to handle multiple tasks in a fast-paced environment.
• Excellent communication skills with the ability to be concise, clear, and consistent.
• Demonstrated ability to schedule and prioritize work.
• Demonstrated ability to work independently and meet deadlines.
• Sound judgment and effective problem-solving skills.
• Proficient in Microsoft Office.
• Notary License (preferred).

OCC Language (Regulatory)

• 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 NMLS (Nationwide Mortgage Licensing System and Registry) 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

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to