Store Supervisor Latham, NY

TD Bank; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

TD Bank recherche un superviseur d'équipe à New York, NY, pour diriger et coacher des collègues en vue d'améliorer l'expérience légendaire des clients et collègues. La personne choisie sera responsable de la gestion quotidienne des opérations, de l'engagement des clients concernant les prêts, et assurera la conformité aux politiques bancaires. Un diplôme HS ou GED est requis, avec une préférence pour un diplôme de premier cycle. Rejoignez-nous pour faire une différence dans le secteur bancaire aujourd'hui.

Qualifications

• Au moins 2 ans d'expérience dans un environnement de service à la clientèle.
• Antécédents de supervision ou capacité démontrée à diriger.
• Doit maintenir un statut actif avec le NMLS.

Responsibilities

• Surveille les flux de travail de l'équipe de guichetiers.
• Engage les clients dans des conversations sur les produits de prêt.
• Dirige et développe l'équipe pour améliorer le service à la clientèle.

Skills

Compétences organisationnelles

Compétences en communication

Capacité à superviser et à diriger

Education

HS Diploma ou GED

Diplôme de premier cycle (préféré)

Tools

Outlook

Lotus Notes

Word

Excel

Job description

Nous et certains tiers sélectionnés utilisons des technologies et des outils de suivi (témoins) pour recueillir des renseignements sur votre utilisation de ce site Web. Les témoins essentiels soutiennent les fonctionnalités de base du site, la sécurité et la protection des renseignements personnels. Ils restent activés à moins que vous les désactiviez dans les paramètres de votre navigateur. Si vous choisissez de désactiver les témoins essentiels, certaines fonctionnalités du site Web pourraient ne pas fonctionner comme prévu, ce qui pourrait nuire à votre expérience. Les témoins non essentiels recueillent certains renseignements sur votre utilisation de notre site Web, qui fournissent des données supplémentaires et peuvent également être utilisés par des tiers à leurs propres fins et conformément à leurs politiques en matière de protection des renseignements personnels et de témoins. Les témoins non essentiels demeurent désactivés, à moins que vous choisissiez de les accepter. Pour obtenir de plus amples renseignements, consultez notre **.*** 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* 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* 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* 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* Decisions 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* 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