Store Supervisor - Naples Main

Work Location: Naples, Florida, United States of America

Hours: 40

Pay Details: $24.00 - $33.50 USD

This role supervises day-to-day team activities to ensure operational excellence and compliance with policies and procedures. It drives, reinforces, and demonstrates achievement of Operational, Customer and Sales objectives. In the absence of another manager, the role manages the store, runs teller side, platform, and Customer escalations. The role supports acquiring, retaining, and deepening relationships through sales & advice activities for a personalized customer experience.

• 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 risk and protection
• Drives operational excellence in the Store, including 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 and facilitates applications while maintaining active NMLS registration
• Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice-giving service; supports service and advice strategies to improve the overall Customer experience
• Proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer
• Knowledgeable of financial literacy and a broad range of products, services and tools aligned with TD’s consultative approach to deliver customers end-to-end advice (trust, support, insights)
• Acquires and deepens the Store Customer base through proactive sales and service activities utilizing generated leads for Small Business, Residential Mortgages, and complex products
• Connects with Customers/Prospects, provides financial advice, deepens relationships through lead management, including Self-Generated Leads, Partner/Retail Referral Leads, Customer outreach, and appointment hosting

• 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 for 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 (trust, consultative support, insights)
• Proficient in all products and services to provide consultative advice and coach the Store team
• 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 first point of contact for Customer inquiries and escalations; remediates complaints
• Leads the execution of Store Customer experience plan/objectives and supports advice plan execution while ensuring operational excellence
• Coaches to ensure Customer issues are handled appropriately and personally participates in negotiations when necessary
• Responsible for legendary service processes in the Store for both transactions and complex inquiries
• 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 meet Customer demands and compliance requirements
• Assists with maintaining a professional and inviting space in all common areas adhering to policies and regulatory guidelines
• Works collaboratively with TD Partners to ensure all Customers are serviced in the most suitable channel
• Decides on advanced transactions and processes ranging from routine to advanced,…