Store Supervisor, Route 3 Plattsburgh (Upstate NY)

TD Bank • Plattsburgh, NY

9d • 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; provides leadership and work direction to advice and service colleagues; and supports relationship acquisition, retention, and deepening through personalized service and advice. In the absence of another manager, the supervisor is expected to manage the store, including the teller side, platform, and customer escalations.

The supervisor leads customer service and advice activities, coaches colleagues, manages teller and platform workflows, and supports lead management and proactive customer outreach. The position also maintains operational standards, including cash handling, vault management, fraud prevention, transaction controls, customer privacy, colleague safety, and regulatory compliance. The role engages customers about loan products and facilitates application intake, requiring active NMLS registration. It includes responsibility for customer escalations, complex transactions, scheduling, administrative duties, and the development and performance support of team members.

Requirements

• High school diploma or GED required.
• At least 2 years of related experience working with customers and/or in sales, or equivalent experience.
• 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.
• Must maintain active NMLS registration for loan-product conversations and application intake.
• Satisfactory criminal background check and credit report check, along with required applicant statements or certifications regarding government-agency findings.
• Ability to supervise and lead 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 organization 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 provide community services.
• Knowledge and understanding of bank operational policies, procedures, and regulations.
• Ability to perform the listed physical and cognitive activities, including continuous sitting, multitasking, operating standard office equipment, responding to sounds, concentrating, reading, writing, comprehending instructions, and basic arithmetic; frequent standing and walking; and occasional travel, lifting, bending, reaching, and other listed movements.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.

Responsibilities

• Supervise day-to-day team activities and provide leadership, work direction, task prioritization, and delegation to advice and service colleagues.
• Drive store operational, customer, and sales objectives while maintaining compliance with policies, procedures, and regulatory guidelines.
• Manage the store in the absence of another manager, including teller operations, the platform, and customer escalations.
• Monitor teller and platform workflows and ensure efficient delivery of personalized service and advice.
• Maintain operational excellence through cash handling, vault management, negotiable-item controls, fraud prevention, expense management, customer privacy, and colleague safety.
• Engage customers about loan products and facilitate application intake while maintaining active NMLS registration.
• Lead, coach, and develop colleagues in customer service, product knowledge, advice conversations, complaint resolution, and professional development.
• Support customer acquisition and relationship deepening through sales and service activities, lead management, customer outreach, appointments, and referrals.
• Deliver consultative customer advice and use customer relationship tools to identify needs and provide appropriate products, services, and recommendations.
• Lead lobby and frontline customer experience, serve as a point of contact for inquiries and escalations, and resolve complaints when needed.
• Complete customer transactions, including routine and advanced transactions such as check cashing, large withdrawals, deposits, and loan payments.
• Maintain optimal colleague scheduling to meet customer demand and compliance requirements.
• Ensure the store's lobby and common areas remain professional, inviting, and compliant with applicable guidelines.
• Manage vault currency levels, audits, reporting, balancing, and currency shipments and deliveries.
• Oversee branch administrative duties, approve financial transactions using sound judgment, and escalate non-standard or high-risk activity as appropriate.
• Ensure accurate documentation, customer due diligence, transaction processing, and adherence to operating policies and the Bank Code of Conduct.
• Support process improvement opportunities and timely, accurate completion of business processes.
• Provide feedback and coaching, contribute to team objectives and performance reviews, monitor performance, and support onboarding and colleague development.
• Promote a cohesive, diverse, fair, and high-performing team environment and encourage communication and escalation of business challenges.
• Participate, under the Manager's direction, in performance management activities for the 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
• Variable compensation and incentive awards, potentially including cash and/or equity awards

What This Job Offers

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