Store Supervisor - Chadds Ford PA (Full Time)

TD•Chadds Ford Township, PA

1d•Onsite

About The Position

The Store Supervisor 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. In the absence of any other manager, the Store Supervisor 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. 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. Work focus time horizon is generally short term with low to moderate risk. Demonstrates understanding of bank operational policies, procedures and regulations and establishes expectations, delegates tasks as appropriate and educates the team on how they play a part in managing risk and protecting TD Bank, Employees and our Customers. 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). 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 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. Requires 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). Connects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities to include the creation & management of Self-Generated Leads, the management of received Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization.

Requirements

HS Diploma or GED
2+ years related experience working with customers and or sales in any capacity or equivalent
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
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
Statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority

Nice To Haves

Undergraduate degree
Notary License

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.
Support driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences.
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 while maintaining compliance and regulatory guidelines.
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 how they play a part in managing risk and protecting TD Bank, Employees and our Customers.
Drive 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.
Engage in conversations with customers about loan products and facilitate the application intake.
Maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry).
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 for them with proactive insights & recommendations.
Be proficient in all products and services to provide consultative advice to Customers as well as coach and mentor the Store team.
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 more advanced transactions as well as process transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures.
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.
Require process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store.
Plan, organize and coordinate the activities for own area and resolve operational issues/escalations within the Store.
Own/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 that will impact Store financial results.
Be responsible for Operational excellence and compliance in the Store to include cash control procedures to bolster security and eliminate fraud and cash loss leading the team to follow policy and procedure for Customer Authentication.
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.
Be knowledgeable of and 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 AMCB 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 and encourages good working relationships with other functions and teams.
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
Competitive benefits plan
Access to an online learning platform
Variety of mentoring programs