Store Supervisor - 120 West Eagle Road, Havertown, PA (Full Time)

TD Bank • Havertown, PA

1d • 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 and, when another manager is absent, manages the Store, including teller operations, the platform, and customer escalations. The supervisor supports the team in acquiring, retaining, and deepening customer relationships through sales and advice activities that create personalized experiences.

The position provides leadership and work direction to advice and service colleagues, monitors teller and platform workflows, prioritizes and delegates work, and educates the team on policies, procedures, regulations, and risk management. It is responsible for operational standards such as cash handling, vault management, negotiable items, fraud prevention, expense management, customer privacy, and colleague safety. The role also engages customers about loan products and facilitates application intake, requiring active NMLS registration.

The Store Supervisor leads customer service and advice, coaches colleagues, manages customer issues and escalations, and supports customer experience and advice plans. The position develops customer relationships through proactive sales and service activities, including lead management, customer outreach, appointments, and referrals. It also handles and approves transactions, supports branch administration and compliance, maintains colleague scheduling, and contributes to team development and performance 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 experience.
• Must be eligible for employment with a covered financial institution under Regulation Z standards.
• Must be eligible for registration as a registered mortgage loan originator with NMLS.
• Satisfactory criminal background and credit report checks, along with required applicant statements/certifications regarding government agency or authority findings.
• Ability to provide direction, make decisions, and coach others; prior supervisory experience or demonstrated ability to provide direction is required.
• Experience overseeing 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.
• Working knowledge of customer relationship tools, financial products and services, operational systems, databases, and relevant policies and procedures.
• Active NMLS registration status is required for customer loan product conversations and application intake.

Nice To Haves

• Undergraduate degree preferred.
• Notary license preferred.

Responsibilities

• Supervise day-to-day activities and provide leadership and work direction to advice and service colleagues.
• Monitor teller and platform workflows, prioritize tasks, and delegate responsibilities.
• Ensure operational excellence and compliance with Bank policies, procedures, regulatory guidelines, and customer authentication requirements.
• Oversee cash handling, vault management, negotiable items, currency levels and shipments, fraud prevention, controllable expenses, customer privacy, and colleague safety.
• Manage the Store in the absence of another manager, including teller operations, the platform, and customer escalations.
• Engage customers about loan products and facilitate application intake while maintaining active NMLS registration.
• Coach colleagues on customer service, product and advice conversations, complaint resolution, and customer experience strategies.
• Build and deepen customer relationships through leads, referrals, outreach, appointments, and proactive sales and service activities.
• Lead lobby service and act as a point of contact for customer inquiries, complaints, and escalations.
• Complete and approve routine and advanced financial transactions in accordance with Bank policy.
• Maintain appropriate colleague scheduling to meet customer demand and compliance requirements.
• Support Store customer experience and advice plans and collaborate with TD partners to serve customers through suitable channels.
• Plan and coordinate Store activities, resolve operational issues, and oversee daily branch administrative duties.
• Ensure accurate documentation, due diligence, timely business processes, and appropriate escalation of non-standard or high-risk transactions.
• Lead, coach, mentor, onboard, and develop colleagues; provide feedback and input to performance reviews.
• Set and monitor team objectives, address or recognize performance, promote collaboration, and support a fair and inclusive work environment.
• Participate in performance management activities for teller and platform teams under the direction of the Manager.
• Maintain a professional and inviting Store space in accordance with premises, marketing, and regulatory guidelines.

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, including potential cash and/or equity incentive awards
• Training and onboarding
• Online learning platform and mentoring programs

What This Job Offers

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