Banking Associate - Burlington, VT

Banking Associate

The Banking Associate is a professional in banking, plays a key role in delivering TD's Brand promise at a store location. This role is accountable for accurately completing everyday banking transactions and providing advice and educational support on services, products, and tools to help customers achieve their financial goals.

Depth & Scope :

Performs a wide range of tasks across multiple areas within a Store location; to include processing customer transactions, opening new accounts and educating customers on all banking products and services.

Delivers end-to-end advice customers expect : (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations.

Utilizes TD's systems and tools to engage with Customers to acquire and deepen relationships by providing advice and guidance to ultimately attract, and retain the customer.

Understands customer financial needs to identify opportunities to promote and educate on products, services, and / or refer them to the appropriate team member or internal Bank partner, while ensuring a positive customer experience.

Accurately completes everyday banking transactions either on the teller line or on the platform while uncovering customer financial needs and educating on products, services and tools or referring to the appropriate expert.

Services the customer, on both the teller line and platform as needed, with the ability to service customers with opening / closing personal deposit accounts, everyday bank transactions, debit card / credit card issues, regulation E, mobile and on-line (digital) banking.

Connects with customers, provides financial advice, and deepens relationships through lead management activities to include the creation & management of self-generated leads, the management of received partner / retail to retail referral leads or campaign leads, customer outreach (outbound calls, relay SMS), setting and / or hosting appointments, and lead prioritization.

Education & Experience :

High school diploma or GED

1 year experience working with customers in any capacity and can be demonstrated through any of the following : volunteering, education, military experience preferred

Demonstrated Customer Service skills preferred

Ability to work during operating hours to include evenings, weekends and holidays as scheduled

Teller experience preferred

Required to complete Teller training and part 1 of platform training upon hire

Strong organization skills to handle multiple tasks in a fast-paced environment

Excellent communication skills with ability to be concise, clear and consistent

Demonstrated effective problem-solving skills

Demonstrated ability to schedule and prioritize work

Demonstrated ability to work independently and within deadlines

Sound judgment in decision making and problem solving

Proficient in Microsoft Office

Notary License preferred

Customer Accountabilities :

Consistently provides legendary customer service while transacting, promoting, educating and referring TD Products to new and existing customers

Establishes and nurtures customer relationships by consistently displaying product knowledge, actively listening to customer needs while engaging in additional conversations to identify any additional needs and offer a solution or partner referral

Manages wait times to meet with a Banker by scheduling, rescheduling or canceling client meetings

Engages in lobby leadership and represents the first point of contact for customer inquiries and helps to orchestrate the customer walk-in traffic and can be the first point of contact for customer resolution or to make appointments to see an expert

Understands and supports the Bank's customer service strategy

Considers the impact of decisions on the well-being of TD, its customers and stakeholders

Drives referrals to Store colleagues and partners to support the broader more complex financial needs of customers

Ensures tasks are performed within established policy and procedures

Successfully completes all required job specific, compliance-related training

Understands, utilizes and follows compliance / risk and control programs

Ensures ongoing compliance with internal / external audit and regulatory requirements. Provides prompt and comprehensive responses to all external audit, regulator and compliance requests and findings. Maintains appropriate records of action plans

Is knowledgeable of and complies with TD Code of Conduct

Shareholder Accountabilities :

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

Accurately processes cash / deposit / withdrawal transactions and other account servicing requests

Decisions & processes everyday transactions such as but not limited to opening / closing, servicing accounts, depositing or cashing checks, reordering a debit card, or updating address

Ensures compliance with all regulations, policies and procedures adhering to required controls, critical dates and accurate documents

Applies customer authentication principles, compliance regulations and due diligence to new account openings and transactions

Accurately and efficiently performs transactions as accountable for cash drawers including maintaining cash limits and securing cash drawers / stations / balances out cash drawer and TCR

Follows policy and procedure for Customer Authentication

Acts as Dual Control agent when required

Follows all required open / close procedures

Employee / Team Accountabilities :

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

Be an active participant in personal performance and development activities

Acts as a brand champion both internally and externally

Collaborates with team members in contributing to the success of the team and organization

Partners as a team player

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 TD's Shared Commitments

Models quality service at every Customer interaction

Be engaged in advancing and sustaining a unique, inclusive culture that reflects TD's diversity agenda, and creates an extraordinary employee experience

May train and act as a mentor to newer colleagues

Physical Requirements :

Never : 0%; Occasional : 1-33%; Frequent : 34-66%; Continuous : 67-100%

Domestic Travel - Occasional

International Travel - Never

Performing sedentary work - Frequent

Performing multiple tasks - Continuous

Operating standard office equipment - Continuous

Responding quickly to sounds - Continuous

Sitting - Frequent

Standing - Frequent

Walking - Frequent

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 be an exhaustive list of all responsibilities, duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are :

TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches / stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives