Banking Associate

5 meses atrás

Lisboa, Portugal TD Bank Tempo inteiro

Work Location:
790 Lisbon (Androscoggin Avenue)

Hours:
40

Pay Details:
Line of Business:
Personal & Commercial Banking

**Job Description**:
The Banking Associate is a banking professional that is integral to TD’s Brand promise as they are accountable for delivering legendary Customer experiences in a Store location while accurately completing everyday banking transactions and offering advice and educational support on services, products, and tools to help Customers achieve their 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
- Utilizes TD's systems and tools to engage with the Customer to acquire and deepen relationships by providing advice and guidance to exceed the Customers' needs to ultimately attract, retain the Customer and make their experience legendary which is in line with TD's brand promise
- 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 for Customers while uncovering their financial needs and educating on products, services and tools or refers 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/Prospects, 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 years related experience required
- Superior Customer Service skills
- Teller experience (preferred) / Must complete Teller training and part 1 of platform training
- 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:
Customer Service Accountability
- Consistently executes appropriate behaviors to deliver a Legendary Customer Experience that is unexpectedly human in the Store
- Has the ability to provide legendary Customer service while transacting, promoting, educating and referring TD Products to new and existing Customers
- Knowledgeable in products and services to be able act as an educator and advisor to Customers and non-Customers by engaging in benefit conversations that ultimately advocate for and support the Customers' needs
- Requires established Customer service skills to perform a broad range of both routine and multi-step Customer transactions
- 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
- Completes Customer transactions and utilizes Customer relationship tools to engage in needs-based conversations to identify solutions
- Understands Customer preferences with banking and educates Customers & non-Customers on current promotions and campaigns as well as tools and resources to make banking easier for the Customer
- 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
- 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
- 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

Advice Accountability
- Knowledgeable in TD Bank products, services, campaigns as well as p

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