Personal Banker

About the Role:

This is an exciting opportunity to join TD as a Personal Banker, where you will play a key role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities:

• Act as a subject matter expert in the branch for both customers and colleagues regarding all products, services, policies, and procedures of TD, especially regarding both personal banking and business banking products/services or policies/procedures.
• Provide sound advice with every customer interaction, contributing to an exceptional customer experience.
• Use ability to discover and advise on meeting/exceeding customer needs by asking deeply curious and thoughtful questions.
• Improve customer financial confidence through ongoing dialogue and by answering questions.
• Engage in customer outreach to discuss portfolio updates and/or additional opportunities which best service the customer's needs.
• Provide total financial reviews and provide appropriate recommendations based on the customer's personal circumstances.
• Ensure customer issues are resolved in an accurate and efficient manner, escalating issues where necessary.
• Possess comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations.
• Assist with maintaining a professional and inviting space in all common areas of the branch, adhering to premises, marketing, and/or regulatory guidelines.
• Support the frontline with transactions, as necessary.
• May act as a point of escalation and support for the frontline and advice colleagues, ensuring customer problems are handled appropriately, when required.

Business Objectives:

• Contribute to the achievement of business objectives by proactively attracting, acquiring and retaining customers/advice opportunities and referrals, to increase profitability and enable business growth.
• Promote and offer full suite of products, advice, services and banking capabilities.
• Contribute to business objectives for Operational Excellence.
• Support the timely and accurate completion of business processes and procedures.
• Protect the interests of the organization – identify and manage risks, and escalate non-standard, high risk transactions/activities as necessary.
• Ensure documentation that is prepared/completed is accurate and properly reflects customer/business intentions and is consistent with relevant rules/regulations.
• Identify, suggest and actively participate in process improvement opportunities.
• Ensure necessary due diligence to support the accuracy of all transactions/activities.
• Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
• Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite.
• Assume responsibility to minimize operational and regulatory risk by complying with Bank and industry Code of Conduct.

Team and Employee Responsibilities:

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest.
• Support the team by continuously enhancing knowledge/expertise in own area and participate in knowledge transfer within the team and business unit; demonstrate ability and commitment towards reaching expert level within role.
• Keep current on emerging trends/developments and grow knowledge of the business, related tools and techniques.
• Participate in personal performance management and development activities, including cross training within own team.
• Keep 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.
• Contribute to the success of the team by willingly assisting others in the completion and performance of work activities; provide training, coaching and/or guidance as appropriate.
• Contribute to a fair, positive and equitable environment that supports a diverse workforce.
• Act as a brand champion for your business area/function and the bank, both internally and/or externally.

Requirements:

• Requires specialized expertise to provide complex transaction/product feature advice and guidance to customers.
• Requires specialized skills and expertise in a range of products, services, concepts and processes and could be characterized by moderate-high complexity/risk.
• Acts as an advice process/product expert to customers and/or internal partners.
• Identifies complex problems and formulates the most appropriate solution.
• Acts as a team lead and/or escalation point for complex issues, coordinating the work of others and providing coaching to maintain service, process and product standards.
• Uses insights into how the customer or advice team integrates with other teams to coordinate efforts and resources to achieve shared objectives.
• Has direct impact on the quality of the duties performed, or services provided, to the advice team and the unit supported.
• Implements advice and customer service procedures and approaches to complete work.
• Requires tact to exchange ideas and customer information in a concise and logical way; handling of sensitive customer information and resolution of exceptions.
• Generally requires specific formal certifications at this level of expertise.
• Generally reports to an Assistant Branch Manager or Branch Manager.

Education and Experience:

• High School diploma and/or
• 1+ years relevant experience
• IFIC or CSC
• CFSA to be completed upon hire
• Post-Secondary or Undergraduate degree (in related field) preferred