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

TD Bank • Allentown, PA

1d • Onsite

About The Position

The Bilingual Store Supervisor oversees day-to-day team activities to ensure operational excellence and compliance with policies and procedures, while mitigating risk and protecting the Bank and its customers. The role drives operational, customer, and sales objectives and, when other managers are absent, manages the Store, including the teller area, platform, and customer escalations. The supervisor leads and develops advice and service colleagues, supports relationship acquisition and growth, and helps deliver personalized customer experiences through sales, service, and financial advice.

This position provides leadership and work direction across teller and platform activities, monitors workflows, prioritizes and delegates tasks, and promotes compliance, fraud prevention, sound cash and vault controls, customer privacy, and employee safety. The supervisor supports customers with loan-product conversations and application intake and must maintain active NMLS registration. The role also manages customer-facing activities and escalations, branch operational and administrative processes, colleague coaching and development, and coordination with TD partners to ensure customers are served in appropriate channels.

Requirements

• High school diploma or GED required.
• At least 2 years of related customer-facing or sales experience, or equivalent.
• 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 the NMLS.
• Satisfactory criminal background and credit report checks, and required applicant statements or certifications regarding government-agency findings.
• Ability to lead and supervise others.
• Previous supervisory experience or demonstrated ability to provide direction, make decisions, and coach others.
• Experience overseeing customer service.
• Proven ability to meet and exceed customer expectations.
• Strong organizational skills and ability to manage 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.
• Good working knowledge of Outlook, Lotus Notes, Word, and Excel.
• Ability to provide community services.

Nice To Haves

• Undergraduate degree.
• Notary license.

Responsibilities

• Supervise day-to-day team activities and provide leadership and work direction to advice and service colleagues.
• Manage the Store in the absence of another manager, including the teller area, platform, and customer escalations.
• Monitor teller and platform workflows, prioritize tasks, and delegate duties and responsibilities.
• Promote operational excellence and compliance, including cash handling, vault management, control of negotiable items, fraud prevention, expense management, customer privacy, and colleague safety.
• Engage customers in loan-product conversations and facilitate application intake while maintaining active NMLS registration.
• Coach and develop colleagues in customer service, product knowledge, advice conversations, and effective customer interactions.
• Support customer acquisition and relationship deepening through sales and service activities, lead management, outreach, appointments, and referrals.
• Provide consultative financial advice and promote products, services, tools, and financial literacy resources to meet customer needs.
• Lead lobby and frontline customer service, handle inquiries and escalations, resolve complaints, and take ownership of customer concerns as needed.
• Complete customer transactions, including routine and advanced transactions such as check cashing, withdrawals, deposits, and loan payments, in accordance with Bank policies.
• Maintain customer relationship tools and use needs-based conversations to support customer objectives.
• Maintain appropriate colleague scheduling to meet customer demand and compliance requirements.
• Maintain a professional and inviting Store environment consistent with premises, marketing, and regulatory guidelines.
• Collaborate with TD partners to serve customers through channels suited to their needs.
• Manage vault operations, including auditing, reporting, balancing, currency levels, and currency shipments and deliveries.
• Oversee daily branch administrative duties, resolve operational issues, approve financial transactions, and escalate non-standard or high-risk activity as needed.
• Ensure business processes and customer documentation are timely, accurate, and consistent with applicable rules and regulations.
• Support process improvement opportunities and ensure appropriate due diligence for customer transactions and activities.
• Provide ongoing feedback, coaching, mentoring, onboarding, and input on performance reviews for team members.
• Set and monitor daily team objectives, address or recognize performance, support professional development, and promote a cohesive and equitable team environment.
• Ensure colleagues follow regulatory requirements and TD policies, procedures, and conduct guidelines.
• Under the direction of the Manager, participate in performance management activities for teller and platform teams.

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
• Training and onboarding
• Online learning platform and mentoring programs
• Variable compensation and incentive awards, including potential cash and/or equity incentive awards

What This Job Offers

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