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. The supervisor 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.
Responsibilities
Provide 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
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, facilitate the application intake so must 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 by promoting these items and educating the customers to assist with their financial needs
Require 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 and tools, (2) providing consultative support, and (3) advocating with proactive insights and recommendations
Acquire and deepen 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)
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Connect with our customers/prospects, provide financial advice, and deepen relationships through lead management activities to include the creation and 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
Deliver customers end-to-end advice they expect: (1) building trust with educational content and tools, (2) providing consultative support, and (3) advocating for them with proactive insights and recommendations
Be proficient in all products and services to provide consultative advice to customers as well as coach and mentor the store team to deliver on these items
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; particularly, this role helps ensure that the lobby and frontline meet internal/external policies and/or regulatory requirements
Work collaboratively with TD partners to ensure all customers are serviced in the channel best suited to their needs
Decision 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
Have 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, including but not limited to 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 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 TD Bank U.S. policies, procedures and guidelines of conduct (regarding customer interactions, products and services, etc.)
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 encourage 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
Under the direction of the manager, participate in performance management activities of the teller team and platform team
Requirements
HS Diploma or GED required; undergraduate degree preferred
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, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position
Nice to have:
Notary License
Benefits
Base salary and 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
Online learning platform
Variety of mentoring programs
Training and onboarding sessions
Important Details
Hours: 40
Application Process
Candidates of interest will be scheduled for an interview
Physical Requirements
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 of time: Continuous
Applying common sense to deal with problems involving standardized situations: Continuous
Reading, writing and comprehending instructions: Continuous
Adding, subtracting, multiplying and dividing: Continuous
About the Company
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to foster deeper relationships, ensure disciplined execution, and build a simpler, faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together, we are reimagining what banking can be for our clients, colleagues and communities.
Headquarters
1828 West Tilghman Street, Allentown, Pennsylvania
