Store Supervisor - Bridgewater

TD Bank; Bridgewater Township (NJ); On-site; Full time

Job summary

Une entreprise innovante recherche un Superviseur de Magasin dynamique pour diriger une équipe dédiée à l'excellence du service à la clientèle. Ce rôle essentiel implique la supervision des opérations quotidiennes, la gestion des relations clients et la promotion des produits financiers. En tant que leader, vous serez responsable de créer des expériences client légendaires tout en respectant les normes de conformité. Si vous êtes passionné par le service à la clientèle et que vous avez le désir de développer les compétences de votre équipe, cette opportunité est faite pour vous. Rejoignez un environnement où votre impact sera significatif et où chaque jour apporte de nouveaux défis et réussites.

Qualifications

• Expérience de 2+ ans en service à la clientèle ou vente.
• Capacité à diriger et à coacher une équipe pour atteindre des objectifs.

Responsibilities

• Superviser les activités quotidiennes de l'équipe pour atteindre l'excellence opérationnelle.
• Gérer les relations clients et promouvoir les produits et services bancaires.

Skills

Service à la clientèle

Compétences en vente

Gestion d'équipe

Communication verbale et écrite

Résolution de problèmes

Gestion des relations clients

Connaissance des produits bancaires

Compétences organisationnelles

Education

Diplôme d'études secondaires ou GED

Diplôme de premier cycle (préféré)

Tools

Outlook

Lotus Notes

Microsoft Word

Microsoft Excel

Job description

Work Location: Bridgewater, New Jersey, États-Unis d'Amérique

Hours: 40

Line of Business: Services bancaires personnels et commerciaux

Pay Detail: $27.00 - $40.25 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.

Job Description:

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.

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.
• 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.
• 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.

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.
• 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.
• Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs.

Employee/Team Accountabilities:

• Leads and supports a high performing team; provides ongoing feedback, coaching and input on performance reviews, coaches and develops colleagues.
• Ensures colleagues are in compliance with all Regulatory and AMCB policies, procedures and guidelines of conduct (regarding Customer interactions, products and services, etc.).
• Creates and fosters a cohesive team and promotes a strong colleague experience.
• Onboards team members to ensure a positive experience and proficiency in role.
• Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives.