Store Supervisor - Andover, MA (Main St)

TD • Andover, MA

22h • $24 - $34 • Onsite

About The Position

The Store Supervisor oversees day-to-day team activities to support operational excellence, compliance with policies and procedures, and the achievement of operational, customer, and sales objectives. The role leads advice and service colleagues, monitors teller and platform workflows, delegates work, and helps the team acquire, retain, and deepen customer relationships 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 role provides customer-facing leadership and coaching, supports the execution of Store customer experience and advice plans, and resolves customer issues and complaints. It also maintains operational controls, including cash handling, vault management, negotiable-item control, fraud prevention, expense management, customer privacy, and colleague safety. The supervisor engages customers about loan products and facilitates application intake, requiring active NMLS registration.

The position leads team performance and development, supports colleague onboarding, scheduling, coaching, and compliance, and works with TD partners to serve customers in appropriate channels. The role reports to and participates in performance-management activities under the direction of the Manager.

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.
• 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.
• 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 to engage customers about loan products and facilitate application intake.
• Must be eligible for employment with a covered financial institution under the stated Regulation Z standards.
• Must be eligible for registration as a registered mortgage loan originator with NMLS under the SAFE Act.
• Satisfactory criminal background and credit report checks, and required statements or certifications regarding government agency or authority findings.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.

Responsibilities

• Supervise and direct day-to-day work of advice and service colleagues to meet individual and Store objectives while maintaining compliance with policies and regulatory requirements.
• Monitor teller and platform workflows, prioritize tasks, delegate responsibilities, and help ensure efficient delivery of service and advice.
• Manage the Store in the absence of another manager, including teller operations, platform activities, and customer escalations.
• Drive operational excellence, including cash handling, vault management, control of negotiable items, fraud prevention, expense management, customer privacy, and colleague safety.
• Lead, coach, and develop colleagues in customer service, product knowledge, advice conversations, sales activities, and complaint resolution.
• Engage customers in needs-based conversations, provide consultative financial advice, promote relevant products and services, and facilitate loan application intake while maintaining active NMLS registration.
• Acquire and deepen customer relationships through lead management, customer outreach, referrals, campaigns, appointments, and proactive sales and service activities.
• Lead lobby and frontline customer experience, handle inquiries and escalations, take ownership of complaints, and ensure issues are resolved appropriately.
• Complete and oversee routine and advanced customer transactions in accordance with Bank policies and procedures, including check cashing, withdrawals, deposits, and loan payments.
• Maintain optimal colleague scheduling to meet customer demand and compliance requirements.
• Maintain a professional and inviting Store environment and ensure lobby and frontline spaces meet applicable premises, marketing, and regulatory requirements.
• Manage vault operations, including auditing, reporting, balancing, currency levels, and tracking currency shipments and deliveries.
• Approve financial transactions using sound judgment, complete administrative duties, ensure accurate documentation and customer due diligence, and escalate non-standard or high-risk activity.
• Support operational processes, business objectives, compliance, and process-improvement opportunities.
• Set and monitor team objectives, provide feedback and performance input, support performance management, and recognize or address performance in a timely manner.
• Onboard, mentor, and support colleagues’ professional development; foster teamwork, communication, a diverse and equitable workplace, and positive working relationships.
• Work collaboratively with TD partners to ensure customers are served through channels suited to their needs.
• Comply with the Bank Code of Conduct and applicable regulatory and TD Bank U.S. policies, procedures, and guidelines.

Benefits

• Base salary and variable compensation/incentive awards, including eligibility for cash and/or equity incentive awards through an incentive plan.
• 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, training, mentoring programs, and reward and recognition.

What This Job Offers

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