Store Supervisor - Saco

* 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…