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Teller Manager

4 months ago

Sunny Isles Beach, United States TD Bank Full time

**Work Location**:
Sunny Isles Beach, Florida

**Hours**:
40

**Pay Details**:
$23.25 - $32.75 USD

**Line of Business**:
Personal & Commercial Banking

The Teller Manager leads a team of service colleagues promoting a positive customer and colleague experience and provides day-to-day team leadership, and work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining compliance and regulatory guidelines. The role will lead, coach and develop colleagues toward achieving overall store results to include operational excellence, store advice and referral goals, and personal development objectives.

**Depth & Scope**:

- Leads and supports a team of service colleagues in achievement of a positive customer and colleague experience and provides day-to-day team leadership, work direction to ensure effective and efficient delivery of service/advice activities and/or solutions while maintaining operational compliance in store cash controls and procedures as well as regulatory guidelines
- Leads all activities related to the Teller line from Operations to sales and servicing; including Teller Coaching and performing effective lobby leadership
- Leads a team in completing day-to-day processes/transactions/activities, involving multiple steps and systems
- Requires knowledge and understanding of a range of products and services, processes and systems in a set of focus areas, where transactions could be characterized by low to moderate risk
- Responsible for Vault Management, including the auditing, reporting, and balancing of the Store Currency and transactions. 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 l ead 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
- Engages Customers, assesses needs, responds by providing service(s) or guidance
- Closely monitors workflows, prioritizing tasks and delegating duties and responsibilities and work focus time horizon is generally short term
- Coaches Teller team on financial transactions, customer experience, effective referral opportunities
- Plans, organizes and coordinates the activities for own area and resolves operational issues
- Manages team requiring workforce to decision on acceptable level of risk - specifically low risk potential (loss/reputational) transactions and/or requests
- Provides decision making authority of issues managed generally limited to non-standard issues or exceptions
- Provides leadership on day to-day issues on the Teller line, determining the most appropriate course of action for resolution, or escalates as required
- Leads by example and coaches Teller team on achieving individual performance metrics
- Partners with Store Leadership to achieve both store and individual performance metrics
- Ensures accurate use of all equipment by staff

**Education & Experience**:

- Undergraduate degree preferred and/or
- 2+ years of relevant experience
- Excellent organization, interpersonal and communication skills
- Sound judgment in decision making and problem solving
- Demonstrated knowledge of Banking Compliance Regulations

**Customer Accountabilities**:

- Shared accountability with Store Leaders for Lobby Leadership
- Acts as a contributor in achieving an overall Legendary Customer experience in the Store
- Leads, coaches, and proactively models exceptional service at every customer interaction in the lobby and on the frontline
- Responsible for maintaining optimal colleague scheduling to ensure customer demands and compliance requirements are met
- Supports and coaches frontline colleagues on effective customer complaint resolution
- 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
- Leads the execution of the Store LEI plan/objectives; supports the execution of the Store advice plan/objectives
- Leads and coaches frontline team on advice giving strategies and overall product and services acumen
- Leads and coaches on advice delivery to improve the customer experience and overall profitability of the Bank
- Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs
- Ownership/oversight of simple to complex daily Store administrative duties
- Decisions more advanced teller transactions as well as processes teller transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and proc