Relationship Banker I (Park Slope)

Retail Banker I

Work Location: Brooklyn, New York, United States of America

Hours: 40 hours

Pay Details: $24.25 - $32.50 USD (base pay may vary based on skills, experience, job-related knowledge, geographic location, and business needs)

Line of Business

Personal & Commercial Banking

Job Description

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 optimize their relationship with TD.

Depth & Scope

• Proficient in products, services, and routine transactions; identifies opportunities to educate customers on bank products and services and/or refers them to appropriate team members or internal partners while ensuring a positive customer experience.
• Understands the full product suite, services, and processes of the business area; typically low to moderate complexity/risk.
• Establishes and nurtures customer relationships by demonstrating product knowledge, actively listening to customer needs, engaging in conversation to identify additional needs, and offering solutions or partner referrals.
• Makes product recommendations based on customer needs; highlights features and benefits that help customers through challenging times and life events, save time and money, and exceed customer needs.
• Uses customer relationship management tools to support customer assessments, proactively identify solutions, and contribute to lead-focused outbound sales activities.
• Independently resolves customer issues, errors, and problems, escalating when necessary.
• Builds working relationships and explains detailed and/or complex 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 customers in conversations about loan products and facilitates application intake.
• Maintains an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).

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 in customer 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 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 in decision-making and effective problem-solving
• Proficient in Microsoft Office
• Notary license (preferred)

Customer Accountabilities

• Delivers “Legendary” experience by helping customers, building relationships, and providing service and advice.
• Understands and supports the Bank’s Customer Service Strategy, delivering end-to-end advice customers expect: (1) building trust with educational content and tools, (2) providing consultative support, and (3) advocating with proactive insights and recommendations.
• Acts as a customer advocate to improve customer financial confidence by providing resolutions, proactive tips, and insights on saving time and money.
• Executes behaviors that deliver a “Legendary” customer experience that is “unexpectedly human” in the Store through effective problem resolution or sound advice that yields solutions.
• Supports 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) 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 teller transactions (e.g., check cashing, deposits, transfers, and withdrawals) while monitoring fraud mitigation and adhering to operational policies and procedures.
• Considers the impact of decisions on TD, customers, and stakeholders.
• Acts as a brand champion internally and externally.
• Recognizes transaction needs and educates clients on self-service channels, including digital options.
• Brings 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 (e.g., Bank Secrecy Act and Patriot Act) to minimize risk and protect customers.
• Participates in daily store operations to ensure alignment with TD’s risk framework.
• Understands and applies operating policies and procedures.
• Supports timely and accurate completion of business processes and procedures.
• Escalates non-standard or high-risk transactions/activities as necessary.
• Ensures documentation 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.
• Understands and complies with the Bank Code of Conduct.
• Contributes to Operational Excellence by fully understanding accountability in driving an operationally sound location.
• Executes with excellence by adhering to risk and control policies and procedures.

Employee/Team Accountabilities

• Participates fully as a team member; supports a positive work environment that promotes service to the business, quality, innovation, and teamwork, with timely communication of issues/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 on the status/progress of projects and relevant day-to-day information.
• 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, 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 to TD Model, Brand, and Culture.
• Collaborates with team members to contribute to team and organizational success.
• Actively seeks opportunities to improve work delivery with strong attention to quality standards.
• Takes ownership of career and aspirations; seeks diverse feedback to continuously develop and enhance skills.
• Positively embraces change.
• Adheres to TD’s Shared Commitments and code of conduct expectations.
• Advances and sustains a unique, inclusive culture that reflects TD’s diversity agenda and creates an extraordinary employee experience.

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 and its implementing regulations.
• Satisfactory results on a criminal background check and a credit report check, and statements/certification from the 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
• Sedentary work: Continuous
• 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