Banking Associate - Cambridge, MA (Fresh Pond)

Banking Associate

The Banking Associate is a professional in banking, plays a key role in delivering TDs 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.

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 TDs 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.

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.

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 Banks 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.

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.

Follows policy and procedure for Customer Authentication.

Acts as Dual Control agent when required.

Follows all required open / close procedures.

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 TDs Shared Commitments.

Models quality service at every Customer interaction.

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

May train and act as a mentor to newer colleagues.

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

TD is one of the worlds 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 of our customers, communities and colleagues.

TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking.

Whether you've got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we're here to support you towards your goals. As an organization, we keep growing and so will you.

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.

Our Total Rewards package