Store Supervisor Full Time Preferred Language-Chinese or Mandarin (Fresh Meadows)

TD Bank•Fresh Meadows, NY

23h•Onsite

About The Position

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. It drives, reinforces, and demonstrates meeting Operational, Customer and Sales objectives. In the absence of any other manager, the role is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations. The role supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences. It 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. The position 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. It closely monitors workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities. The role involves engaging in conversations with customers about loan products, facilitating the application intake, and requires maintaining an active registration status with NMLS. The supervisor leads, develops, and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service, supporting service and advice strategies and tactics to improve the overall Customer experience. Proficiency in Customer relationship tools, services, products and campaigns is required to support the teams in advocating for the Customer and educating them to assist with their financial needs. The role requires knowledge and understanding of financial literacy and a broad range of products, services and tools aligned with TD's consultative approach to deliver end-to-end advice. It also involves acquiring and deepening the Store Customer base through a variety of proactive sales and service activities utilizing generated leads.

Requirements

HS Diploma or GED required
2+ years related experience working with customers and or sales in any capacity or equivalent
Maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry)
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
Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36
Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. §§ 5102 et seq., and its implementing regulations, 12 CFR Part 1007
Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority

Nice To Haves

Undergraduate degree preferred
Notary License (preferred)
Previous supervisory or demonstrated ability in providing direction, decision making, coaching
Oversight of Customer Service

Responsibilities

Supervise day-to-day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers.
Drive, reinforce, and demonstrate meeting Operational, Customer and Sales objectives.
Manage the Store and have the ability to run the teller side, platform, and Customer escalations in the absence of any other manager.
Provide supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives.
Provide day-to-day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions.
Closely monitor workflows for the teller team and platform, prioritizing tasks and delegating duties and responsibilities.
Demonstrate understanding of bank operational policies, procedures and regulations and establish expectations, delegate tasks as appropriate and educate the team on managing risk.
Drive 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.
Engage in conversations with customers about loan products and facilitate the application intake.
Lead, develop and coach the team on delivering effective Customer service, product, advice conversations and/or advice-giving service.
Support service and advice strategies and tactics to improve the overall Customer experience.
Be proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer.
Acquire and deepen the Store Customer base through a variety of proactive sales and service activities utilizing generated leads.
Connect with Customers/Prospects, provide financial advice, and deepen relationships through lead management activities.
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.
Coach and mentor the Store team to deliver on products and services.
Lead, coach, and drive exceptional service at every Customer interaction in the lobby and on the frontline.
Complete Customer transactions and utilize Customer relationship management tools to engage in needs based conversations.
Engage in Lobby leadership and represent TD as the first point of contact for Customer inquiries and escalations; taking ownership and remediating any Customer complaints.
Lead the execution of the Store Customer experience plan/objectives; support the execution of the Store advice plan/objectives while ensuring operational excellence.
Coach to ensure Customer issues are handled appropriately through Customer problem resolution guidelines and personally participate in the negotiation and resolution where necessary.
Empower colleagues to act as a point of escalation for Customer concerns, and take personal ownership when concerns cannot be managed at junior levels.
Be 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.
Lead and coach frontline colleagues on effective Customer complaint resolution.
Share accountability with Store Leaders for Lobby Leadership.
Act as leader in achieving an overall Legendary Customer experience in the Store.
Be responsible for maintaining optimal colleague scheduling to ensure Customer demands and compliance requirements are met.
Assist with maintaining a professional and inviting space in all common areas of the Store, adhering to premises, marketing, and/or regulatory guidelines.
Work collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs.
Decide on more advanced transactions as well as process transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments.
Maintain strong working knowledge of all operational systems and databases.
Be responsible for Vault Management, including the auditing, reporting, and balancing.
Manage the Store currency levels, track currency shipments and deliveries.
Lead the operational standards of the Store, including cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety.
Plan, organize and coordinate the activities for own area and resolve operational issues/escalations within the Store.
Have ownership/oversight of simple to complex daily branch administrative duties.
Approve financial transactions using sound judgment to minimize risk and potential losses from fraud and other decisions.
Be responsible for Operational excellence and compliance in the Store to include cash control procedures to bolster security and eliminate fraud and cash loss.
Understand and apply operating policies and procedures.
Contribute to business objectives for Operational Excellence.
Support the timely and accurate completion of business processes and procedures.
Escalate non-standard or high-risk transactions/activities as necessary.
Ensure documentation that is prepared/completed is accurate and properly reflects Customer/business intentions and is consistent with relevant rules/regulations.
Support and participate in process improvement opportunities.
Ensure necessary due diligence to support the accuracy of all Customer transactions/activities.
Comply with Bank Code of Conduct.
Lead and support a high performing team; provide ongoing feedback, coaching and input on performance reviews, coach and develop colleagues.
Contribute to the process of setting daily objectives for the team; track, monitor and effectively address and/or reward performance in a timely manner.
Ensure colleagues are in compliance with all Regulatory and TD Bank U.S. policies, procedures and guidelines of conduct.
Support, mentor and coach team members in their professional development.
Create and foster a cohesive team and promote a strong colleague experience.
Share knowledge, information, skills, and subject matter expertise among the team and ensure the timely communication of issues.
Onboard team members to ensure a positive experience and proficiency in role.
Support an environment where team freely escalates business challenges; facilitate change through positive reinforcement of milestones and successes.
Promote a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives.
Act as a brand champion for your business area/function and the bank, both internally and/or externally.
Participate in performance management activities of the teller team and platform team under the direction of the Manager.

Benefits

Base salary
Variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan)
Health and well-being benefits
Savings and retirement programs
Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
Banking benefits and discounts
Career development
Reward and recognition
Regular development conversations
Training programs
Access to an online learning platform
Variety of mentoring programs
Training and onboarding sessions