Teller Manager (Bilingual Spanish Preferred) - Hialeah

TD Bank•Hialeah, FL

35d•$24 - $34•Onsite

About The Position

The Teller Manager leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, and work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining compliance and regulatory guidelines. The role will lead, coach and develop colleagues toward achieving overall store results to include operational excellence, store advice and referral goals, and personal development objectives.

Requirements

Undergraduate degree preferred and/or
2+ years of relevant experience
Excellent organization, interpersonal and communication skills
Sound judgment in decision making and problem solving
Demonstrated knowledge of Banking Compliance Regulations

Responsibilities

Leads and supports a team of service colleagues in achievement of a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining operational compliance in store cash controls and procedures as well as regulatory guidelines
Leads all activities related to the Teller line from Operations to sales and servicing; including Teller Coaching and performing effective lobby leadership
Leads a team in completing day-to-day processes/transactions/activities, involving multiple steps and systems
Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk
Responsible for Vault Management, including the auditing, reporting, and balancing of the Store Currency and transactions. Manages the Store currency levels, tracks currency shipments and deliveries.
Requires process management knowledge and a good understanding of the business and operational function areas supported as they lead the operational standards of the Store, including but not limited to cash handling, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and colleague safety
Engages Customers, assesses needs, responds by providing service(s) or guidance
Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short term
Coaches Teller team on financial transactions, customer experience, effective referral opportunities
Plans, organizes and coordinates the activities for own area and resolves operational issues
Manages team requiring workforce to decision on acceptable level of risk - specifically low risk potential (loss/reputational) transactions and/or requests
Provides decision making authority of issues managed generally limited to non-standard issues or exceptions
Provides leadership on day to-day issues on the Teller line, determining the most appropriate course of action for resolution, or escalates as required
Leads by example and coaches Teller team on achieving individual performance metrics
Partners with Store Leadership to achieve both store and individual performance metrics
Ensures accurate use of all equipment by staff
Shared accountability with Store Leaders for Lobby Leadership
Acts as a contributor in achieving an overall Legendary Customer experience in the Store
Leads, coaches, and proactively models exceptional service at every customer interaction in the lobby and on the frontline
Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
Supports and coaches frontline colleagues on effective customer complaint resolution
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
Leads the execution of the Store LEI plan/objectives; supports the execution of the Store advice plan/objectives
Leads and coaches frontline team on advice giving strategies and overall product and services acumen
Leads and coaches on advice delivery to improve the customer experience and overall profitability of the Bank
Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
Ownership/oversight of simple to complex daily Store administrative duties
Decisions more advanced teller transactions as well as processes teller transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures
Manages the service team promoting a positive customer and colleague experience
Leads and develops a team of service colleagues, provides coaching 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
Responsible for cash control of the store. Leads and enforces proper cash control procedures to bolster security and eliminate fraud and cash loss
Coaches to ensure customer issues are handled appropriately through customer problem resolution guidelines and personally participates in the negotiation and resolution where necessary; empowers senior service team to act as a point of escalation for customer concerns, and takes personal ownership when concerns cannot be managed at junior levels
Contributes to the execution and achievement of the team and the Store's customer experience targets by coaching/modeling appropriate attributes and behaviors
May assist Regional Operational Officers in audits and various operational reviews
Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues and ensures performance management activities are undertaken and completed for all colleagues
Contributes to the process of setting performance objectives for the team; tracks, monitors and effectively addresses and/or rewards performance in a timely manner
Ensures colleagues are in compliance with all Regulatory and AMCB policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
Manages colleagues in compliance of all policies, procedures and guidelines
Supports, mentors and coaches team members in their professional development
Creates and fosters a cohesive team and promotes a strong colleague experience
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
Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes
Participates in the recruitment and selection process for all hires to ensure a highly diverse, qualified workforce to achieve business objectives
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