Work Location: États-Unis d'Amérique
Hours: 40
Pay Details: $23.25 - $32.75 USD
TD is committed to providing fair and equitable compensation opportunities to all colleagues. The included salary range for this role takes into account multiple factors that are considered in making compensation decisions. The base pay actually offered may vary based upon candidate's skills and experience, job-related knowledge, licensure and certifications, geographic location, and other specific business and organizational needs. As TD puts career development at the forefront of our colleague experience, it is not typical for an individual to be hired at or near the top of the range for their role.
The Store Supervisor supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers. This role will drive, reinforce, and demonstrate meeting Operational, Customer and Sales objectives. In the absence of any other manager, the Store Supervisor is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations. The role supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.
Depth & Scope:
- Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences.
- Provides day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines.
- Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities.
- Demonstrates understanding of bank operational policies, procedures and regulations and establishes expectations, delegates tasks as appropriate and educates the team on how they play a part in managing risk and protecting TD Bank, Employees and our Customers.
- Drives operational excellence in the Store, including but not limited to cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety.
- Engages in conversations with customers about loan products, facilitates the application intake so must maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
- Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service; supports service and advice strategies and tactics to improve the overall Customer experience.
- Proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs.
- Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to (Small Business, Residential Mortgages, Customers that show a need in a more complex product).
Education & Experience:
- HS Diploma or GED required; undergraduate degree preferred.
- 2+ years related experience working with customers and or sales in any capacity or equivalent.
- Notary License (preferred).
- Previous supervisory or demonstrated ability in providing direction, decision making, coaching Oversight of Customer Service.
- Proven ability to meet and exceed Customers' expectations.
- Strong organization skills to handle multiple tasks in a fast-paced environment.
- Effective verbal and written communication skills.
- Sound judgment in decision making and problem solving.
- Ability to multi-task and maintain order in the Store.
- Good working knowledge of Outlook, Lotus Notes, Word and Excel.
- Ability to supervise and lead others.
Customer Accountabilities:
- 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.
- Proficient in all products and services to provide consultative advice to Customers as well as coaches and mentors the Store team to deliver on these items.
- Leads, coaches, and drives exceptional service at every Customer interaction in the lobby and on the frontline.
- Completes Customer transactions and utilizes Customer relationship management tools to engage in needs-based conversations.
- Engages in Lobby leadership and represents TD as the first point of contact for Customer inquiries and escalations; taking ownership and remediating any Customer complaints.
- Responsible for a legendary service process in the Store, which includes responsibility for over the counter transactions and more complex sales and service questions and requests.
Shareholder Accountabilities:
Operational Accountability
- Strong working knowledge of all operational systems and databases.
- Responsible for Vault Management, including the auditing, reporting, and balancing.
- Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety.
Employee/Team Accountabilities:
- Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues.
- Ensures colleagues are in compliance with all Regulatory and AMCB policies, procedures and guidelines of conduct (regarding Customer interactions, products and services, etc.).
- Creates and fosters a cohesive team and promotes a strong colleague experience.