Store Supervisor- Upper Southampton, PA (40 hours)

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 teller side, platform, and customer escalations
• Supports driving a team in acquiring, retaining, and deepening relationships
• Provides day-to-day team leadership and work direction
• Maintains compliance and regulatory guidelines
• Manages workflows for the teller team and platform
• Delegates duties and responsibilities
• Manages 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, maintains an active registration status with NMLS
• 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
• Acquires and deepens the Store Customer base through various proactive sales and service activities
• Connects with customers, provides financial advice, and deepens relationships through lead management activities
• 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
• Empowers colleagues to act as a point of escalation for Customer concerns
• Leads the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence
• 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
• 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
• Supports and participates in process improvement opportunities
• 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
• 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
• 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
• Acquires and deepens the Store Customer base through a variety of proactive sales and service activities
• 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
• Empowers colleagues to act as a point of escalation for Customer concerns
• Leads the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence
• 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
• 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
• Supports and participates in process improvement opportunities
• 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
• 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

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
• Outlook, Lotus Notes, Word and Excel
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools
• Financial literacy/a broad range of products, services and tools aligned with TD's consultative approach with Customers
• Customer relationship management tools
• Loan products, services and tools