Store Supervisor - Cranston, RI - Bilingual Spanish Preferred

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 day-to-day 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).
• Learns, coaches, and drives exceptional service at every Customer interaction in the lobby and on the frontline.
• Leads, coaches, and mentors 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).
• 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.
• 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.

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.

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: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating with proactive insights & recommendations.
• 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: HS Diploma or GED required; undergraduate degree preferred.
• Experience: 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.

Skills

• Customer Relationship Management Tools.
• Financial Literacy.
• Product and Service Knowledge.
• Outlook, Lotus Notes, Word, and Excel Proficiency.
• Outbound Calling and SMS Campaigns.
• Lead Management Activities.
• Customer Complaint Resolution Guidelines.
• Bank Policies and Procedures.
• Regulatory Compliance.

Benefits

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role.

Pay

$24.00 - $33.50 USD

Schedule

40 hours per week