Store Supervisor - Willow Grove PA (Full Time)

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
• Provides supervisory oversight to a team of advice and service colleagues
• Works closely with the teller team and platform to prioritize tasks and delegate duties and responsibilities
• Monitors workflows for the teller team and platform, and educates the team on how they play a part in managing risk and protecting TD Bank, Employees and our Customers
• Manages operational excellence in the Store, including 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, and 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 a variety of proactive sales and service activities
• Connects with our Customers/Prospects, 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; 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
• Leads and coaches frontline colleagues on effective Customer complaint resolution
• Acts as leader in achieving an overall Legendary Customer experience in the Store
• Assists with maintaining a professional and inviting space in all common areas of the Store
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
• 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
• Able 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; 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
• Leads and coaches frontline colleagues on effective Customer complaint resolution
• Acts as leader in achieving an overall Legendary Customer experience in the Store
• Assists with maintaining a professional and inviting space in all common areas of the Store
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
• 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 to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs
• 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

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

Hours 40