Store Supervisor (Herndon)

Store Supervisor

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.

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.

Education & Experience :

• High School 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 customer's 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 :

Shareholder Accountabilities :

Employee / Team Accountabilities :