Store Supervisor - Springfield - Spanish Speaking Preferred

TD Bank • Springfield, MA

1d • Onsite

About The Position

The Store Supervisor oversees day-to-day team activities to ensure operational excellence and compliance with policies and procedures, mitigating risk and protecting the Bank and its customers. The role drives operational, customer, and sales objectives and, when no other manager is present, manages the Store, including the teller side, platform, and customer escalations. It supports the team in acquiring, retaining, and deepening customer relationships through personalized sales and advice activities.

The supervisor leads and develops advice and service colleagues, monitors teller and platform workflows, allocates work, and reinforces compliance and risk-management practices. Responsibilities include cash handling and vault management, fraud prevention, customer privacy, colleague safety, expense management, and adherence to regulatory requirements. The role also supports customer conversations about loan products and facilitates application intake; maintaining active NMLS registration is required.

The position provides consultative financial advice and service, coaches colleagues on customer interactions and product conversations, manages leads and customer outreach, and resolves complex customer inquiries and complaints. It maintains appropriate colleague scheduling, supports a welcoming and compliant Store environment, collaborates with TD partners, and processes or approves transactions in accordance with Bank policies.

The role leads team performance and development through coaching, feedback, onboarding, objective-setting, and support for professional growth. Candidates must meet applicable covered-financial-institution and mortgage-loan-originator eligibility standards and pass required criminal background and credit checks. The job is based in Springfield, Massachusetts; 40 hours are listed, with pay of $24.00–$33.50 USD.

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 mortgage loan originator with the NMLS under the SAFE Act.
• Satisfactory criminal background check and credit report check, and required applicant statements or certifications regarding government agency findings.
• Ability to lead and supervise others and provide direction, decision-making, and coaching.
• Experience overseeing customer service and 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 provide community services.
• Ability to meet the physical requirements listed, including continuous sitting and sedentary work, frequent standing and walking, and occasional lifting, carrying, and other movements.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.
• Spanish speaking preferred.
• Previous supervisory experience or demonstrated ability to provide direction, make decisions, and coach.

Responsibilities

• Supervise day-to-day team activities and provide work direction to advice and service colleagues.
• Manage the Store in the absence of another manager, including teller operations, the platform, and customer escalations.
• Monitor teller and platform workflows, prioritize tasks, and delegate responsibilities.
• Promote operational excellence and compliance, including cash handling, vault management, fraud prevention, customer privacy, colleague safety, and control of negotiable items.
• Maintain vault balances, audit and report on vault activity, and track currency shipments and deliveries.
• Engage customers in conversations 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 performance.
• Provide consultative financial advice, educate customers about products and services, and support customer relationship growth.
• Acquire and deepen customer relationships through lead management, referrals, campaigns, outbound calls, text messages, and appointments.
• Lead lobby and frontline customer experience, respond to inquiries and escalations, and take ownership of customer complaints when needed.
• Complete and approve routine and advanced financial transactions in accordance with Bank policies and procedures.
• Maintain colleague scheduling to meet customer demand and compliance requirements.
• Ensure the Store lobby and common areas meet applicable premises, marketing, and regulatory guidelines.
• Coordinate daily branch administration, resolve operational issues, and escalate non-standard or high-risk activity when necessary.
• Ensure transaction documentation is accurate, due diligence is completed, and Bank policies and the Code of Conduct are followed.
• Support process improvement opportunities and timely, accurate completion of business processes.
• Set and monitor team objectives, provide feedback and performance input, onboard team members, and foster a cohesive and inclusive team.
• Collaborate with TD partners to serve customers through the channels best suited to their needs.

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, with eligibility for cash and/or equity incentive awards generally through participation in an incentive plan
• Training and onboarding
• Access to an online learning platform and mentoring programs

What This Job Offers

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