Customer Service Supervisor

Work Location: Gloucester, Massachusetts, United States of America Hours: 40 Pay Details: $24.00 - $33.50 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job‑related knowledge, geographic location, and other specific business and organizational needs. As a candidate, you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role. 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. 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 & advice activities that create personalized, connected experiences. Depth & Scope Provides supervisory oversight to a team of advice and service colleagues to achieve 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 (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 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 Customers end‑to‑end advice they expect: (1) building trust with educational content & tools, (2) providing consultative support, and (3) advocating for them with proactive insights & recommendations. Proficient in all products and services to provide consultative advice to Customers as well as coaches and mentors the Store team to deliver on these items. 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 to engage in needs‑based conversations. Engages in Lobby leadership and represents TD as the first point of contact for Customer inquiries and escalations; taking ownership and remediating any Customer complaints. 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 the negotiation and resolution where necessary; empowers colleagues to act as a point of escalation for Customer concerns, and takes personal ownership when concerns cannot be managed at junior levels. 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. 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 ensure Customer demands and compliance requirements are met. 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. Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs. Decides more advanced transactions as well as processes transactions that range 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, including the auditing, reporting, and balancing. 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. Plans, organizes and coordinates the 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 will 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 that is prepared/completed is accurate and properly reflects Customer/business intentions and is consistent 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 the process of setting daily 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 TD Bank U.S. policies, procedures and guidelines of conduct (regarding Customer interactions, products and services, etc.). 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. 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. Under the direction of the Manager, participates in performance management activities of the teller team and platform team. OCC Language This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator as defined under 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. 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. 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 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. Who We Are: 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. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well‑being goals. Total Rewards at TD includes base salary and variable compensation, awards, 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 and reward and recognition. 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. TD Bank is a designated holder providing accommodation services for applicants with disabilities. 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 View email address on click.appcast.io. Include your full name, best way to reach you and the accommodation needed to assist you with the applicant process. #J-18808-Ljbffr