423881BR

Retail Banking - Customer Service

1765 Crosby Avenue

Regular

Bronx

Full Time

New York

40

$22.75 - $34.75 hourly

The Store Supervisor is responsible for providing an operationally sound and legendary experience to Customers by supervising the teller and platform teams in the absence of the Store Manager or the Assistant Store Manager. This job provides ongoing coaching and models Guiding Principles to ensure WOW! Customer Service is experienced by all Customers at every interaction. Store Supervisors have the flexibility to move between platform and teller line and the ability to prioritize the needs of both.

Depth & Scope:

• Provides exceptional Customer service
• Provides supervision/coaching/mentoring of Teller and Platform staff to positively reinforce behavior and assists with staff development planning
• Has the flexibility to move between platform and teller line and the ability to prioritize the needs of both
• Primarily works in assigned Retail Store. Occasional travel required for Classroom Training, On-the-Job Training and Regional meetings.
• Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decision that will impact Store financial results
• Ensures that all security and audit procedures are followed to minimize potential risk
• Assists in managing Cash Recap, ICOM reporting and cash limits in accordance with Teller Operational Standards
• Participates in investigating, locating, resolving and controlling Teller differences to manage the Teller Difference budget within acceptable standards
• Creates and implements a plan to manage and minimize Store procedural violations
• Controls overtime with the Full Time Equivalent (FTE) staffing model
• Assists with managing Personal Time Off (PTO) within the PTO staffing model
• Coaches team members on identifying sales opportunities and referring Customers to appropriate Store Employees or internal Business Partners to achieve both store and individual sales revenue goals
• Maintains WOW! Service performance and reinforces feedback gained from Mystery Shops and Customer comments
• Engages Customers in conversations regarding their current and future financial needs. Educates Customers about bank products and services
• Provides feedback to Store Manager and Assistant Manager on personnel matters including recruiting, interviewing, tracking, developing and documenting staff
• Cross-sells products and services to provide multi-services for Customer and make referrals to partners
• Takes residential mortgage loan applications and offers or negotiates terms of residential mortgage loans
• Interviews home equity loan and line of credit and consumer loan applicants and provides necessary documentation
• Prepares documents for loan closings and coordinates appointments with Customers
• Ensures accurate use of TCR/TCD equipment by staff
• Ensures all store ordering is completed with accuracy and control for profitability
• Leads opening and closing Store procedures
• Proactively lead, manager, motivate and coach employees to produce desired sales results, advice and CWI strategies measured by designated metrics

Education & Experience:

• 2 year degree or equivalent experience
• 2+ years related experience required
• Oversight of Customer Service Representative and Teller experience
• Completed or enrolled in the Store Supervisor Achieve program preferred
• 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
• Application of sound judgment in making decisions
• Demonstrated vault management and drawer settlement competency in accordance with Teller Operational Standards
• Demonstrated proficiencies in settlement of ATM, negotiable items and other bank-related equipment
• 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
• Strong working knowledge of all operational systems and databases
• Ability to supervise and lead others
• Ability to provide community services, including but not limited to, WOW! Zone training classes
• Must have Notary License

Bilingual: Spanish preferred***
Retail banking experience strongly preferred***

Our Values
At TD, we're guided by our purpose to enrich the lives of our customers, communities and colleagues, and share a set of values that shape our culture and behaviors. In exchange for how our colleagues show up to help TD succeed, we are committed to delivering a colleague experience grounded in Impact, Growth and a Culture of Care. No matter where you work across TD, we empower you to make an impact at work and in your community, explore and grow your career, and be part of our caring and inclusive culture.

Making Your Well-being a Priority
A caring and supportive culture that promotes colleague well-being is core to who we are. At TD, we focus on total well-being with extensive programs to help colleagues assess, manage, and improve their well-being across four core pillars — physical, financial, social and mental/emotional. In addition, we champion a safe and inclusive work environment, so colleagues feel a sense of belonging and feel supported in their personal and professional growth. Through our focus on well-being, we know that we can help our colleagues thrive, contribute to our culture of care, and support better business outcomes, because when colleagues feel their best, they're more likely to do their best.

Our Total Rewards Package
Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.

How We Work
At TD, we believe in-person connections fuel collaboration and collective creativity. Our workplace experience empowers colleagues to do great work side-by-side at TD locations, while offering flexibility to work remotely where it makes sense for the work and team. Our teams work in one of three workplace models: hybrid, onsite and primarily remote. Wherever our colleagues are working, they’ll always have access to the TD community to experience our culture of care.

Who We Are
TD is one of the world's leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day, we deliver legendary customer experiences to over 27 million households and businesses in Canada, the United States and around the world. More than 95,000 TD colleagues bring their skills, talent, and creativity to the Bank, those we serve, and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers, communities and colleagues. TD is deeply committed to being a leader in customer experience, that is why we believe that all colleagues, no matter where they work, are customer facing. As we build our business and deliver on our strategy, we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether you’ve got years of banking experience or are just starting your career in financial services, we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs, we’re here to support you towards your goals. As an organization, we keep growing – and so will you.

Our Commitment to Diversity, Equity, and Inclusion
At TD, we’re committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

EOE/Minorities/Females/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Accommodation
If you are a candidate with a disability and need accommodations to complete the application process, email the TD Bank US Workplace Accommodations Program at USWAPTDO@td.com. Include your full name, best way to reach you, and the accommodation needed to assist you with the application process.

How We're Helping Make an Impact in Communities
TD has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That’s why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of $1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It’s our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.

We look forward to hearing from you!

TD Bank AMCB

Retail Banking - Customer Service

United States

New York

Bronx

13-Nov-2023