Store Supervisor - Auburn

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
• Manages the Store and has the ability to run the teller side, platform, and Customer escalations
• Supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected 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)
• Learns and uses 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
• 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 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
• Executes 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

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
• 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
• Ability to provide community services

Qualifications

• Knowledge and understanding of financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect
• 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
• Executes 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

Skills

• Customer relationship tools, services, products and campaigns
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver Customers end-to-end advice they expect
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Loan products, services and tools
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools