Retail Banker I - Hooksett, NH

Retail Banker I

The Retail Banker I is a customer liaison that is integral to delivering TDs Brand promise by utilizing financial expertise and consultative advice to assist Customers with their 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.

Proficient in products, services and routine transactions in order to identify opportunities to educate on Bank products and services to Customers and / or refer them to appropriate team member or internal Bank partners, while ensuring a positive Customer experience

Requires a broad knowledge and understanding of the full product suite, services and processes of business area, and could be characterized by low to moderate complexity / risk

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

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

Utilizes Customer relationship management tools to proactively play a key role in customer assessments, proactively identifies Customer solutions and 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 complicated information

Requires full proficiency gained through job related training to perform a range of activities

Participates in Customer outreach, servicing and advice activities to deliver on our unexpectedly human promise

Engages in conversations with customers about loan products, facilitates the application intake

Must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)

HS Diploma or GED

1+ years experience working with customers and / or sales in any capacity or equivalent demonstrated through any of the following : volunteering, education, 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 ability to be concise, clear and consistent

Demonstrated ability to schedule and prioritize work

Demonstrated ability to work independently and within deadlines

Sound judgment in decision making and effective problem solving

Proficient in Microsoft Office

Notary License (Preferred)

Delivers Legendary experience by helping customers, building relationships, and delivering service and advice

Understands and supports the Banks 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 improving customer financial confidence, providing customer resolution, proactive tips and insights on saving time & money

Consistently executes appropriate behaviors to deliver a Legendary Customer experience that is unexpectedly human in the Store through either effective problem resolution or providing sound advice that yields a solution

Engages in lobby leadership by orchestrating customer flow, warmly welcome, discover 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

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 the well-being of TD, its 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 your genuine self and turns each banking transaction into a personalized interaction, one Customer at a time

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

Participates in the Stores daily operations to ensure alignment with TDs 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 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

Knowledgeable of and complies with 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

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 / points of interest

Supports the team by continuously enhancing knowledge / expertise in own area and participates in knowledge transfer within the team and business unit

Participates in personal performance management and development 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

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 to them

Contributes to a positive work environment by aligning to TD Model, Brand and Culture by participating fully as a member of the team

Collaborates with team members in contributing 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 own career and aspirations. Seeks out diverse feedback to continuously develop and enhance skills

Positively embraces change

Adheres and participates in TDs Shared Commitments and code of conduct expectations

Engaged in advancing and sustaining a unique, inclusive culture that reflects TDs diversity agenda, and creates an extraordinary employee experience

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 (Nationwide Mortgage Licensing System and Registry) in accordance with 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

Satisfactory results on a criminal background check and a credit report check, and statements / certification from job applicant regarding administrative, civil, and / or criminal findings by any government agency / authority, are required by federal law for this position

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