Store Banking Lead: Elevate Customer Experience & Ops

Work Location
Quincy, Massachusetts, United States of America

Hours
40

Pay Details
$25.50 - $36.00 USD

Line of Business
Personal & Commercial Banking

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. It drives, reinforces, and demonstrates meeting operational, customer, and sales objectives, and will manage the store, 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.

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 the bank, employees and 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 and maintains 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 team in advocating for the customer by promoting these items and educating 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 the bank’s consultative approach to deliver end‑to‑end advice: building trust with educational content & tools, providing consultative support, and 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, and customers with more complex needs

Connects with 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

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

Customer Accountabilities

Delivers end‑to‑end advice that includes building trust, providing consultative support, and advocating proactive insights & recommendations

Proficient in all products and services to provide consultative advice, and coaches and mentors 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 customer relationship management tools for needs‑based conversations

Engages in lobby leadership and represents the bank as the first point of contact for customer inquiries and escalations

Leads the execution of 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 negotiation and resolution where necessary

Responsible for a legendary service process in the store, including 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

Shared accountability with store leaders for lobby leadership

Acts as leader in achieving an overall legendary customer experience in the store

Responsible for maintaining optimal colleague scheduling to meet customer demands and compliance requirements

Assists with maintaining a professional and inviting space in all common areas of the store, adhering to premises, marketing, and regulatory guidelines

Works collaboratively with partners to ensure all customers are serviced in the channel best suited to their needs

Executes transactions from routine to advanced, including check cashing, large withdrawals, deposits and loan payments in accordance with bank policies and procedures

Shareholder Accountabilities – Operational Accountability

Strong working knowledge of all operational systems and databases

Responsible for vault management, auditing, reporting, and balancing; manages currency levels, tracks shipments and deliveries

Requires process management knowledge and a good understanding of the business and operational functions to lead operational standards of the store

Plans, organizes and coordinates activities for own area and resolves operational issues/esc­alations within the store

Ownership/oversight of simple to complex daily branch administrative duties

Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decisions that impact store financial results

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

Understands and applies operating policies and procedures

Contributes to business objectives for operational excellence

Supports the timely and accurate completion of business processes and procedures

Escalates non‑standard or high‑risk transactions/activities as necessary

Ensures documentation is prepared and completed accurately and reflects customer/business intentions consistently 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

Employee/Team Accountabilities

Leads and supports a high‑performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues

Contributes to setting daily objectives for the team; tracks, monitors and addresses performance in a timely manner

Ensures colleagues are compliant with all regulatory and bank policies, procedures and guidelines of conduct

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 timely communication of issues and good working relationships with other functions

Onboards team members to ensure a positive experience and proficiency in role

Supports an environment where the team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes

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 externally

Under the direction of the manager, participates in performance management activities of the teller and platform teams

OCC Language

This position falls within the definition of loan originator under Regulation Z of the Truth in Lending Act and the definition of mortgage loan originator under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act)

Must be eligible for employment with a covered financial institution under the standards set by Regulation Z

Must be eligible for registration as a registered mortgage loan originator with the NMLS in accordance with the SAFE Act

Satisfactory results on a criminal and credit background check, and required certifications, are required by federal law

Physical Requirements
Never: 0%; Occasional: 1‑33%; Frequent: 34‑66%; Continuous: 67‑100%

Domestic travel – occasional

International travel – never

Performing sedentary work – continuous

Performing multiple tasks – continuous

Operating standard office equipment – continuous

Responding quickly to sounds – continuous

Sitting – continuous

Standing – frequent

Walking – frequent

Moving safely in confined spaces – occasional

Lifting/carrying under 25 lbs. – occasional

Lifting/carrying over 25 lbs. – occasional

Squatting – occasional

Bending – occasional

Kneeling – occasional

Crawling – occasional

Climbing – occasional

Reaching overhead – occasional

Reaching forward – occasional

Pushing – occasional

Pulling – occasional

Twisting – occasional

Concentrating for long periods – continuous

Applying common sense to deal with problems involving standardized situations – continuous

Reading, writing and comprehending instructions – continuous

Adding, subtracting, multiplying and dividing – continuous

The above statements describe the general nature and level of work being performed. They are not exhaustive lists of all responsibilities, duties and skills required. The listed responsibilities and duties are considered essential functions for ADA purposes.

Benefits
Our Total Rewards package reflects the investments made in employees, including base salary, variable compensation, health and wellness benefits, retirement plans, paid time off, banking benefits, career development and recognition. Eligible employees also have access to incentive plans and additional benefits.

Accommodation
TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For applicants with a disability who need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you and the accommodation needed.

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