Retail Banker II Float The Retail Banker II Float is a customer liaison that is integral to delivering TD's brand promise by utilizing financial expertise and consultative advice in advising customers regarding personal 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. This role is accountable for working in multiple locations; thus having the ability to work in different contexts and settings. The Retail Banker II Float acts as a subject matter expert in the store for both customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking. They require a broad knowledge and understanding of the full product suite, services, and processes of business area, and could be characterized by moderate complexity/risk. They make product recommendations based on customer needs and highlight product features and benefits that support customers through challenging times and life events, save time and money, and exceed their needs. They utilize customer relationship management tools to proactively play a key role in customer assessments, proactively identify customer solutions and lead-focused outbound sales activities. They evaluate issues, errors and problems based on practices and existing precedents or procedures. They explain detailed and/or complicated information within the team. They build working relationships with customers and related teams. They require full proficiency gained through job related training to perform a range of activities. They participate in customer outreach, servicing, and advice activities to deliver on our unexpectedly human promise. They engage in conversations with customers about loan products, facilitate the application intake. They must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry). HS Diploma or GED required; 2 year degree preferred. 2+ years of related experience required. Teller experience (Preferred). Cross trained to take customer transactions. Requires agility, teamwork, and flexibility to adapt to different locations and environments. Must be able to do same day travel to multiple work locations within a designated region or area. Superior customer service skills. 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. Proficient in Microsoft Office. Ability to provide community services, including, but not limited to, financial education classes. Notary License (Preferred). Delivers legendary experience by helping customers, building relationships, delivering service and advice to TD customers. Understands and supports the bank's customer service strategy; delivers customers end-to-end advice they expect: building trust with educational content & tools, providing consultative support, and advocating for them with proactive insights & recommendations. Serves as a customer advocate in 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. 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. Utilizes the customer relationship management tools to understand and gather customer information to allow for customer insights to be built to yield a deeper customer experience and journey. 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. Understands and supports the bank's customer service strategy. Considers the impact of decisions on the well-being of TD, its customers, and stakeholders. Provides the highest level of customer service when dealing with internal partners, vendors, or our customers - WOW at every opportunity. Improves customer financial confidence by sharing financial knowledge to help customers meet and exceed their financial goals. Acts as a brand champion both internally and externally. Champions customer service activities; supporting customers through challenging times and life events. Recognizes transaction needs of clients 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. Delivers end to end advice to customers by providing information and tools for financial management that helps customers achieve their goals, and provides real-time insights. Promotes full suite of products, sales, services, and banking capabilities. 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. Be 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 and 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 TD's shared commitments and code of conduct expectations. Engaged in advancing and sustaining a unique, inclusive culture that reflects TD's 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. Physical requirements: never: 0%; occasional: 1-33%; frequent: 34-66%; continuous: 67-100% Domestic travel continuous International travel never Performing sedentary work continuous Performing multiple tasks continuous Operating standard office equipment - continuous Responding quickly to sounds continuous Sitting continuous Standing occasional Walking continuous 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.