Store Supervisor - Normandy Blvd - Jacksonville, FL

TD Bank • Jacksonville, FL

6d • Onsite

About The Position

The Store Supervisor oversees day-to-day team activities to support operational excellence, policy and procedure compliance, risk mitigation, and achievement of operational, customer, and sales objectives. In the absence of another manager, the supervisor manages the Store and may run the teller side and platform and handle customer escalations. The role supports relationship acquisition, retention, and growth by reinforcing sales and advice activities that create personalized customer experiences.

The supervisor provides leadership, work direction, coaching, and development to advice and service colleagues. They oversee workflows across the teller team and platform, delegate duties, and ensure service delivery follows applicable regulatory and operational guidelines. The role also leads the Store’s customer experience and advice objectives, manages complaints and escalations, supports customer outreach and lead management, and participates in transactions ranging from routine to advanced.

Operational duties include vault and currency management, cash controls, audit and balancing activities, fraud prevention, documentation accuracy, compliance, and resolution or escalation of operational issues. The supervisor supports colleague scheduling, onboarding, performance feedback, and a collaborative, inclusive team environment. The position involves customer-facing banking activities, including conversations about loan products and facilitating application intake; active NMLS registration eligibility is required.

Requirements

• High school diploma or GED required.
• At least 2 years of related experience working with customers and/or in sales, or equivalent.
• 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 NMLS under the SAFE Act.
• Satisfactory criminal background check and credit report check, and required statements or certifications concerning administrative, civil, and criminal findings by government agencies or authorities.
• Ability to provide direction and make decisions; supervisory experience or demonstrated ability to provide direction, decision-making, and coaching.
• 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 supervise and lead others.
• Ability to provide community services.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.

Responsibilities

• Supervise day-to-day team activities and provide leadership, work direction, coaching, and development to advice and service colleagues.
• Manage the Store in the absence of another manager, including the teller side, platform, and customer escalations.
• Monitor teller and platform workflows, prioritize tasks, and delegate duties and responsibilities.
• Drive operational excellence, compliance, risk mitigation, and achievement of Store operational, customer, and sales objectives.
• Oversee cash handling, vault management, negotiable items, currency levels and shipments, audits, reporting, and balancing.
• Promote fraud prevention, customer privacy, colleague safety, integrity, and control of expenses; ensure adherence to policies and procedures.
• Lead customer service and advice activities, coach colleagues on product and advice conversations, and support the Store customer experience and advice plans.
• Engage customers in needs-based conversations, provide consultative financial advice, and promote appropriate products, services, and tools.
• Manage customer relationships and leads through outreach, outbound calls, SMS, appointments, and referrals or campaign leads.
• Handle customer inquiries, complaints, escalations, and resolution; take ownership of concerns that cannot be managed at junior levels.
• Complete and oversee routine and advanced transactions, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policy.
• Maintain optimal colleague scheduling to meet customer demands and compliance requirements.
• Coordinate Store administrative duties, ensure accurate documentation and due diligence, and escalate non-standard or high-risk activity as necessary.
• Support process improvement and timely, accurate completion of business processes and procedures.
• Provide feedback and input on performance reviews, track team objectives and performance, support onboarding, and encourage professional development.
• Promote a cohesive, fair, diverse, and inclusive team environment and effective working relationships across teams.
• Help maintain professional and inviting Store common areas, lobby, and frontline in accordance with premises, marketing, and regulatory guidelines.
• Maintain active NMLS registration status and facilitate loan application intake.

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 or incentive awards, potentially including cash and/or equity incentive awards

What This Job Offers

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