Store Supervisor (40) USC Bluffton

About the role

This role 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.

Responsibilities

• Supervises team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers.
• Drives, reinforces, and demonstrates meeting Operational, Customer and Sales objectives.
• Manages the Store and has the ability to run the teller side, platform, and Customer escalations in the absence of any other manager.
• Supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.
• 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.
• 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).
• Led, 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.
• 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.
• 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.
• Leads the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence.
• Coaches to ensure Customer issues are handled appropriately through Customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary; empowers colleagues to act as a point of escalation for Customer concerns, and takes personal ownership when concerns cannot be managed at junior levels.
• 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.
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs.
• Assists with maintaining a professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements.
• 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 Customer/business intentions and is consistent with relevant rules/regulations.
• Supports and participates in process improvement opportunities.
• Ensures necessary due diligence to support the accuracy of all Customer transactions/activities.
• Is knowledgeable of and complies with Bank Code of Conduct.
• Shares knowledge, information, skills, and subject matter expertise among the team and ensures the timely communication of issues and encourages good working relationships with other functions and teams.
• Onboards team members to ensure a positive experience and proficiency in role.
• Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes.
• Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives.
• Acts as a brand champion for your business area/function and the bank, both internally and/or externally.

Requirements

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

Able to multi-task and maintain order in the Store

Qualifications

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

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