Store Supervisor - Ludlow, MA (Center St)

TD • Ludlow, MA

22h • $24 - $34 • Onsite

About The Position

The Store Supervisor oversees day-to-day activities of advice and service colleagues to support operational excellence, regulatory compliance, and the achievement of Store, Customer, and sales objectives. The role provides work direction, monitors teller and platform workflows, prioritizes and delegates tasks, and helps protect the Bank and Customers through sound risk management and adherence to policies and procedures. When other managers are absent, the Supervisor is expected to manage the Store, including teller operations, the platform, and Customer escalations.

The position leads and develops colleagues through coaching, feedback, performance support, and professional development. It promotes personalized financial advice and service, manages Customer relationships and leads, resolves complaints and escalations, and supports a high-quality Customer experience. The Supervisor also contributes to Store scheduling, lobby leadership, operational administration, cash and vault management, transaction oversight, fraud prevention, and compliance. The role engages Customers about loan products and facilitates application intake, requiring active NMLS registration. The position is subject to applicable background and credit checks and mortgage-loan-originator eligibility requirements.

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.
• Working knowledge of Outlook, Lotus Notes, Word, and Excel.
• Ability to supervise and lead others.
• Must maintain active NMLS registration 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 mortgage loan originator with the NMLS under the SAFE Act.
• Satisfactory criminal background and credit report checks, and required applicant statements or certifications regarding government-agency findings.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.

Responsibilities

• Supervise and provide day-to-day leadership and work direction to advice and service colleagues, including teller and platform teams.
• Monitor teller and platform workflows, prioritize work, and delegate tasks and responsibilities.
• Manage the Store in the absence of another manager, including teller operations, the platform, and Customer escalations.
• Reinforce operational, Customer, and sales objectives while ensuring compliance with Bank policies, procedures, and regulatory guidelines.
• Promote operational excellence, including cash handling, vault management, negotiable-item controls, fraud prevention, expense management, Customer privacy, integrity, and colleague safety.
• Lead, coach, and develop colleagues in Customer service, product knowledge, financial advice, complaint resolution, and professional development.
• Deliver consultative financial advice and support Customers through educational resources, proactive insights, recommendations, and needs-based conversations.
• Manage Customer relationships and leads through outreach, referrals, campaigns, appointments, and self-generated leads.
• Engage Customers about loan products and facilitate application intake while maintaining active NMLS registration.
• Lead lobby and frontline Customer service, respond to inquiries and escalations, take ownership of complaints, and support their resolution.
• Complete and oversee routine and advanced transactions, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies.
• Maintain optimal colleague scheduling to meet Customer demand and compliance requirements.
• Maintain a professional and inviting Store environment and ensure common areas, lobby, and frontline meet applicable guidelines.
• Collaborate with TD partners to direct Customers to the channel best suited to their needs.
• Oversee vault currency levels, auditing, reporting, balancing, and tracking currency shipments and deliveries.
• Plan and coordinate Store activities, resolve operational issues, oversee branch administrative duties, and escalate non-standard or high-risk activity as needed.
• Approve financial transactions using sound judgment to reduce fraud risk and potential losses.
• Ensure accurate documentation, Customer due diligence, and timely completion of business processes and procedures.
• Support process improvement opportunities and contribute to operational excellence objectives.
• Set and monitor team objectives, provide feedback and performance input, recognize performance, onboard colleagues, and support a cohesive and equitable team environment.
• Under the direction of the Manager, participate in performance management activities for the teller and platform teams.
• Provide community services.

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, 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