Store Supervisor - Willow Grove PA (Full Time)

Work Location Willow Grove, Pennsylvania, United States of America Hours 40 hours per week Pay Details

$24.00 - $33.50 USD

Line Of Business Personal & Commercial Banking Job Description This role supervises day‑to‑day team activities to ensure operational excellence, compliance with policies and procedures, and risk mitigation for the Bank and its Customers. It drives operational, customer, and sales objectives and manages the store, teller side, platform and customer escalations. The role also supports acquiring, retaining and deepening relationships through sales and advisory activities that create personalized, connected experiences. Depth & Scope Provides supervisory oversight to a team of advice and service colleagues in achieving 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 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 managing risk and protecting TD Bank, Employees and Customers Drives operational excellence in the Store, including cash handling, vault management, control of negotiable items, fraud prevention, 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 teams 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 TD’s consultative approach to deliver end‑to‑end advice (build trust, provide consultative support, advocate with proactive insights & recommendations) Acquires and deepens the Store Customer base through proactive sales and service activities utilizing generated leads specific to Small Business, Residential Mortgages and customers needing a more complex product Connects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities, including the creation & management of Self‑Generated Leads, Partner/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 experience or demonstrated ability in providing direction, decision making, coaching and oversight of Customer Service Proven ability to meet and exceed Customers’ expectations Strong organizational 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 building trust, providing consultative support, and advocating with proactive insights Proficient in all products and services to provide consultative advice and coaches 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, represents TD as the first point of contact for inquiries and escalations, taking ownership and remediating any complaints Leads the execution of the Store Customer experience plan/objectives and supports the execution of the Store advice plan/objectives while ensuring operational excellence Coaches to ensure customer issues are handled appropriately through guidelines and personally negotiates and resolves where necessary, empowering colleagues to act as escalation points Responsible for a legendary service process, including over‑the‑counter transactions and 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 a leader in achieving an overall legendary customer experience in the Store Maintains optimal colleague scheduling to satisfy customer demands and compliance requirements Assists with maintaining a professional and inviting space in all common areas, adhering to premises, marketing and regulatory guidelines Works collaboratively with TD Partners to ensure customers are serviced in their best‑suiting channel Processes transactions ranging 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 auditing, reporting, and balancing; manages currency levels, tracks shipments and deliveries Requires process management knowledge and a good understanding of the business and operational function areas to lead operational standards of the Store (cash handling, fraud prevention, controllable expenses, integrity, privacy and colleague safety) Plans, organizes, and coordinates activities for own area and resolves operational issues and escalations within the Store Owner/overseer 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 impacting Store financial results Ensures operational excellence and compliance, including cash control procedures and prevention of fraud and cash loss, guiding the team to follow policies and procedures for customer authentication Understands and applies operating policies and procedures Contributes to business objectives for operational excellence Supports timely and accurate completion of business processes and procedures Escalates non‑standard or high‑risk transactions/activities as necessary Ensures documentation is accurate and reflects customer/business intentions and is consistent with relevant rules and regulations Supports and participates in process improvement opportunities Ensures due diligence to support accuracy of all customer transactions and 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 and development Contributes to setting daily objectives, tracking, monitoring, and addressing performance in a timely manner Ensures colleagues comply with all regulatory and TD Bank U.S. policies, procedures and guidelines regarding customer interactions, products and services Supports, mentors and coaches team members in professional development Creates a cohesive team and promotes a strong colleague experience Shares knowledge, information, skills and expertise, and encourages good working relationships with other functions and teams Onboards new team members to ensure a positive experience and proficiency in role Supports an environment where team freely escalates business challenges and celebrates milestones and successes Promotes a fair and equitable workplace that supports a diverse workforce and encourages team goal attainment Acts as a brand champion for the business area/function and the bank, internally and 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 under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and the definition of Mortgage Loan Originator under the 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 Regulation Z standards and must be eligible for registration as a registered mortgage loan originator with NMLS in accordance with the SAFE Act Satisfactory results on a criminal background check and a credit report check, and statements/certification regarding administrative, civil and/or criminal findings by any government agency are required by federal law for this position Physical Requirements Work includes continuous sedentary duties, frequent standing and walking, occasional lifting and carrying up to 25 lb., occasional crouching, bending, kneeling and occasional twisting or turning. The role requires concentration for long periods, the use of standard office equipment, reading, writing, and basic math, and responding quickly to auditory signals. TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment with no 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. #J-18808-Ljbffr TD