Bilingual Store Supervisor - 1828 West Tilghman Street, Allentown, PA (Full Time_

TD • Allentown, PA

3d • $24 - $34 • Onsite

About The Position

The Bilingual Store Supervisor oversees day-to-day team activities and helps ensure operational excellence, compliance, and risk mitigation. The role drives operational, customer, and sales objectives, and may manage the Store in the absence of another manager, including teller operations, the platform, and customer escalations. The supervisor supports the team in acquiring, retaining, and deepening customer relationships through personalized service and advice.

This position provides leadership and work direction to advice and service colleagues, monitors teller and platform workflows, delegates tasks, and educates the team on operational policies and risk management. Responsibilities include cash handling, vault management, control of negotiable items, fraud prevention, expense management, customer privacy, and colleague safety. The role also engages customers about loan products and facilitates application intake, requiring active NMLS registration.

The supervisor leads and coaches colleagues in customer service, product knowledge, advice conversations, sales, complaint resolution, and professional development. The role manages customer leads and outreach, supports appointments and referrals, handles routine and advanced transactions, oversees branch administrative and operational activities, and contributes to a positive, compliant customer and colleague experience. The position requires eligibility for employment with a covered financial institution and for NMLS mortgage loan originator registration, as well as satisfactory background and credit checks.

Requirements

• High school diploma or GED required.
• At least 2 years of related experience working with customers and/or in sales, or equivalent experience.
• Previous supervisory experience or demonstrated ability to provide direction, make decisions, coach, and oversee customer service.
• Proven ability to meet and exceed customer expectations.
• Strong organizational skills and ability 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 multitask and maintain order in the Store.
• Working knowledge of Outlook, Lotus Notes, Word, and Excel.
• Ability to supervise and lead others.
• Must maintain active NMLS registration for loan-related customer engagement and application intake.
• Must be eligible for employment with a covered financial institution under applicable Regulation Z standards.
• Must be eligible for registration as a mortgage loan originator with NMLS under the SAFE Act and applicable regulations.
• Satisfactory criminal background and credit report checks, and required applicant statements or certifications regarding government agency findings.
• Bilingual ability, as indicated by the job title.

Nice To Haves

• Undergraduate degree.
• Notary license.

Responsibilities

• Supervise and direct day-to-day activities of advice and service colleagues to support Store objectives and customer and colleague experiences.
• Manage the Store, teller operations, platform activities, and customer escalations when another manager is absent.
• Monitor teller and platform workflows, prioritize work, delegate tasks, and maintain efficient service delivery.
• Promote operational excellence and compliance, including cash handling, vault management, negotiable-item control, fraud prevention, expense management, customer privacy, and colleague safety.
• Engage customers about loan products and facilitate application intake while maintaining active NMLS registration.
• Coach and develop colleagues on customer service, product and advice conversations, sales activities, and complaint resolution.
• Use customer relationship tools and knowledge of products, services, and campaigns to provide consultative advice and meet customer needs.
• Acquire and deepen customer relationships through sales and service activities, lead management, outreach, referrals, appointments, and campaigns.
• Lead lobby and frontline customer experiences, address inquiries and escalations, and take ownership of customer complaints and resolutions.
• Complete and oversee routine and advanced transactions, including check cashing, large withdrawals, deposits, and loan payments, in accordance with bank policies.
• Maintain optimal colleague scheduling and help ensure customer demand and compliance requirements are met.
• Maintain professional and inviting Store common areas and ensure lobby and frontline areas meet internal, external, marketing, premises, and regulatory standards.
• Collaborate with TD partners to serve customers through the channels best suited to their needs.
• Manage vault activities, including auditing, reporting, balancing, currency levels, and currency shipments and deliveries.
• Plan, organize, and coordinate Store activities; resolve operational issues and escalations and oversee branch administrative duties.
• Approve financial transactions using sound judgment to minimize fraud risk and potential financial losses.
• Ensure accurate documentation, customer due diligence, adherence to operating policies, and timely completion of business processes.
• Support process improvement opportunities and escalate non-standard or high-risk transactions and activities.
• Provide ongoing feedback, coaching, performance input, mentoring, and professional development support to team members.
• Set and monitor team objectives, address or recognize performance, support onboarding, and promote a cohesive, respectful, and diverse team environment.
• Participate, under the direction of the Manager, in performance management activities for teller and platform teams.
• Provide community services.

Benefits

• 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
• Reward and recognition
• Variable compensation and incentive awards, including potential cash and/or equity incentive awards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED