Store Supervisor - Springfield, MA (Main St)

TD • Springfield, MA

22h • $24 - $34 • Onsite

About The Position

The Store Supervisor oversees day-to-day team activities to ensure operational excellence and compliance with policies and procedures, mitigate risk, and protect the Bank and its customers. The role drives operational, customer, and sales objectives and, when another manager is absent, is expected to manage the Store, including teller operations, the platform, and customer escalations. The Supervisor supports the team in acquiring, retaining, and deepening relationships through sales and advice activities that create personalized customer experiences.

The position provides supervisory oversight and work direction to advice and service colleagues, monitors teller and platform workflows, delegates tasks, and promotes compliance with operational policies and regulatory requirements. It supports the delivery of customer advice and service, develops and coaches colleagues, manages customer relationships and leads, and helps meet Store objectives. The role also oversees operational standards, including cash handling, vault management, fraud prevention, customer privacy, colleague safety, expenses, and transaction controls.

This position includes loan-product conversations and facilitating application intake, so the employee must maintain active NMLS registration status. It requires eligibility for employment with a covered financial institution and registration as a mortgage loan originator, along with satisfactory criminal background and credit checks as described in the posting.

Requirements

• High school diploma or GED required.
• At least 2 years of related experience working with customers and/or in sales, or equivalent.
• Previous supervisory experience or demonstrated ability to provide direction, make decisions, coach, and oversee customer service.
• 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.
• Good working knowledge of Outlook, Lotus Notes, Word, and Excel.
• Ability to supervise and lead others.
• Ability to provide community services.
• Must maintain active NMLS registration status for loan-product conversations 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 registered mortgage loan originator with the NMLS under the SAFE Act.
• Satisfactory criminal background check and credit report check, and required applicant statements/certifications regarding government agency or authority findings.

Nice To Haves

• Undergraduate degree.
• Notary license.

Responsibilities

• Supervise and provide day-to-day leadership and work direction to advice and service colleagues to achieve individual and Store objectives.
• Monitor teller and platform workflows, prioritize work, delegate responsibilities, and help ensure efficient delivery of service and advice.
• In the absence of another manager, manage Store operations, including teller operations, the platform, and customer escalations.
• Drive operational excellence and compliance, including cash handling, vault management, negotiable-item controls, fraud prevention, expense management, customer privacy, and colleague safety.
• Lead, develop, coach, and mentor colleagues in customer service, product knowledge, advice conversations, complaint resolution, and professional development.
• Deliver consultative customer advice, complete transactions, use customer relationship tools, and support customer needs through appropriate products, services, and recommendations.
• Acquire and deepen customer relationships through lead management, customer outreach, referrals, campaigns, appointments, and proactive sales and service activities.
• Engage customers in conversations about loan products and facilitate application intake while maintaining active NMLS registration status.
• Lead lobby and frontline customer experience, respond to inquiries and escalations, take ownership of complaints, and support customer problem resolution.
• Maintain appropriate colleague scheduling to meet customer demand and compliance requirements.
• Maintain professional and inviting Store common areas in accordance with premises, marketing, and regulatory guidelines.
• Collaborate with TD partners to serve customers through channels suited to their needs.
• Process and decide routine to advanced transactions, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures.
• Manage vault operations, including audits, reporting, balancing, currency levels, and currency shipments and deliveries.
• Plan and coordinate Store activities, resolve operational issues, approve financial transactions using sound judgment, and escalate non-standard or high-risk activity.
• Ensure accurate transaction and business documentation, due diligence, timely completion of business processes, and compliance with the Bank Code of Conduct.
• Support process improvements and contribute to operational excellence objectives.
• Set and monitor team objectives, provide feedback and performance input, onboard team members, and support performance management under the Manager's direction.
• Promote a cohesive, fair, diverse, and respectful team environment and communicate relevant information and issues across 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.
• Base salary and variable compensation/incentive awards, including potential cash and/or equity incentive awards through an incentive plan.
• Training and onboarding sessions.
• Access to an online learning platform and mentoring programs.

What This Job Offers

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