Store Supervisor - Woburn, MA
TD, Woburn, MA, United States
Job Description
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. 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 and advice activities that create personalized, connected experiences.
Depth & Scope
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
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 and a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver end-to-end advice
Acquires and deepens the Store Customer base through proactive sales and service activities utilizing leads specific to Small Business, Residential Mortgages, and complex product needs
Connects with Customers/Prospects, provides financial advice, and deepens relationships through lead management activities, including Self-Generated Leads, Partner/Retail referrals, outbound outreach, and lead prioritization
Education & Experience
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
Responsibilities & Accountability
Delivers end-to-end advisory services to customers, building trust with educational content and tools, providing consultative support, and advocating with proactive insights and recommendations
Proficient in all products and services to provide consultative advice and coach the Store team
Leads, coaches, and drives exceptional service at every Customer interaction in the lobby and on the frontline
Completes Customer transactions and utilizes CRM tools to engage in needs-based conversations
Engages in Lobby leadership and acts as the first point of contact for Customer inquiries and escalations
Leads the execution of the Store Customer experience plan/objectives and the Store advice plan/objectives while ensuring operational excellence
Coaches to ensure Customer issues are handled appropriately and empowers colleagues to escalate as needed
Responsible for a legendary service process in the Store, including over-the-counter transactions and more complex sales and service questions
Leads and coaches frontline colleagues on effective Customer complaint resolution
Maintains scheduling to meet Customer demand and regulatory requirements
Ensures a professional and inviting space in all common areas of the Store and adherence to regulatory guidelines
Collaborates with TD Partners to service Customers in the channel best suited to their needs
Handles advanced transactions and processes from routine to complex in accordance with Bank policies and procedures
OCC Language
Regulatory definitions and registrations related to loan origination and mortgage licensing
Eligibility for employment with a covered financial institution under Regulation Z
Registration as a registered mortgage loan originator with the NMLS and related requirements
Requirements include satisfactory results on a criminal background check and a credit report check
Physical Requirements
Typical physical requirements for this role include activity levels such as continuous sitting/standing, frequent walking, occasional lifting, and ability to perform tasks requiring concentration. See full description for details.
Accommodation
TD Bank is an equal opportunity employer. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com with your full name, best way to reach you, and the accommodation needed.
Location:
Woburn, Massachusetts, United States
Hours:
40
Pay Details:
$24.00 - $33.50 USD
#J-18808-Ljbffr
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. 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 and advice activities that create personalized, connected experiences.
Depth & Scope
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
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 and a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver end-to-end advice
Acquires and deepens the Store Customer base through proactive sales and service activities utilizing leads specific to Small Business, Residential Mortgages, and complex product needs
Connects with Customers/Prospects, provides financial advice, and deepens relationships through lead management activities, including Self-Generated Leads, Partner/Retail referrals, outbound outreach, and lead prioritization
Education & Experience
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
Responsibilities & Accountability
Delivers end-to-end advisory services to customers, building trust with educational content and tools, providing consultative support, and advocating with proactive insights and recommendations
Proficient in all products and services to provide consultative advice and coach the Store team
Leads, coaches, and drives exceptional service at every Customer interaction in the lobby and on the frontline
Completes Customer transactions and utilizes CRM tools to engage in needs-based conversations
Engages in Lobby leadership and acts as the first point of contact for Customer inquiries and escalations
Leads the execution of the Store Customer experience plan/objectives and the Store advice plan/objectives while ensuring operational excellence
Coaches to ensure Customer issues are handled appropriately and empowers colleagues to escalate as needed
Responsible for a legendary service process in the Store, including over-the-counter transactions and more complex sales and service questions
Leads and coaches frontline colleagues on effective Customer complaint resolution
Maintains scheduling to meet Customer demand and regulatory requirements
Ensures a professional and inviting space in all common areas of the Store and adherence to regulatory guidelines
Collaborates with TD Partners to service Customers in the channel best suited to their needs
Handles advanced transactions and processes from routine to complex in accordance with Bank policies and procedures
OCC Language
Regulatory definitions and registrations related to loan origination and mortgage licensing
Eligibility for employment with a covered financial institution under Regulation Z
Registration as a registered mortgage loan originator with the NMLS and related requirements
Requirements include satisfactory results on a criminal background check and a credit report check
Physical Requirements
Typical physical requirements for this role include activity levels such as continuous sitting/standing, frequent walking, occasional lifting, and ability to perform tasks requiring concentration. See full description for details.
Accommodation
TD Bank is an equal opportunity employer. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com with your full name, best way to reach you, and the accommodation needed.
Location:
Woburn, Massachusetts, United States
Hours:
40
Pay Details:
$24.00 - $33.50 USD
#J-18808-Ljbffr