Store Supervisor

Work Location Greenwich, New York, United States of America Hours 40 hours per week Pay Details $24.00 - $33.50 USD per hour. Compensation may vary based on skills, experience and location. Line of Business Personal & Commercial Banking Job Description This role supervises day‑to‑day team activities to ensure operational excellence and compliance with policies and procedures. The manager ensures operational, customer and sales objectives are met, handles teller operations, platform, and customer escalations, and supports relationship building through sales and advice activities. Depth & Scope Provides supervisory oversight to a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experiences. Provides day‑to‑day team leadership and work direction to ensure effective delivery of personalized/complex service and advice activities while maintaining compliance and regulatory guidelines. Closely monitors workflows for the teller team and platform, prioritizes tasks and delegates duties and responsibilities. Work focus time horizon is generally short term with low to moderate risk. Demonstrates understanding of bank operational policies, procedures and regulations and establishes expectations, delegates tasks as appropriate and educates the team on how they play a part in managing risk and protecting TD Bank, Employees and our Customers. Drives operational excellence in the Store, including cash handling, vault management, control of negotiable items, preventing fraud, managing controllable expenses, promoting integrity, Customer privacy and Employee safety. Engages in conversations with customers about loan products and facilitates the application intake, maintaining an active registration status with NMLS. Leads, develops and coaches the team on delivering effective Customer service, product, advice conversations and/or advice‑giving service; supports service and advice strategies and tactics to improve the overall Customer experience. Proficient in Customer relationship tools, services, products and campaigns to support the teams in advocating for the Customer by promoting these items and educating the Customers to assist with their financial needs. Requires knowledge and understanding of financial literacy and a broad range of products, services and tools aligned with TD's consultative approach with Customers to deliver end‑to‑end advice that builds trust, provides consultative support and advocates with proactive insights & recommendations. Acquires and deepens the Store Customer base through a variety of proactive sales and service activities utilizing generated leads specific to Small Business, Residential Mortgages and complex products. Connects with our Customers/Prospects, provides financial advice, and deepens relationships through lead management activities including the creation & management of Self‑Generated Leads, Partner/Retail Referral Leads, Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), hosting appointments, and Lead prioritization. Education & Experience HS Diploma or GED required; undergraduate degree preferred. 2+ years related experience working with customers and/or sales in any capacity or equivalent. Notary License preferred. Previous supervisory or demonstrated ability in providing direction, decision making, coaching and oversight of Customer Service. Proven ability to meet and exceed Customers' expectations. Strong organization skills 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 multi‑task 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. Customer Accountabilities Delivers Customers end‑to‑end advice that builds trust, provides consultative support and advocates with proactive insights & recommendations. Proficient in all products and services to provide consultative advice to Customers and coaches and mentors the Store team. Leads, coaches and drives exceptional service at every Customer interaction in the lobby and on the frontline. Completes Customer transactions and utilizes Customer relationship management tools to engage in needs‑based conversations. Engages in Lobby leadership and represents TD as the first point of contact for Customer inquiries and escalations, taking ownership and remediating any Customer complaints. Leads the execution of the Store Customer experience plan/objectives; supports the execution of the Store advice plan/objectives while ensuring operational excellence. Coaches to ensure Customer issues are handled appropriately through Customer problem resolution guidelines and personally participates in negotiation and resolution when necessary. Responsible for a legendary service process in the Store, which includes responsibility for over‑the‑counter transactions and more complex sales and service questions and requests. Leads and coaches frontline colleagues on effective Customer complaint resolution. Shared accountability with Store Leaders for Lobby Leadership. Acts as leader in achieving an overall Legendary Customer experience in the Store. Responsible for maintaining optimal colleague scheduling to ensure Customer demands and compliance requirements are met. Assists with maintaining a professional and inviting space in all common areas of the Store, adhering to premises, marketing and/or regulatory guidelines. Works collaboratively with TD Partners to ensure all Customers are serviced in the channel best suited to their needs. Decides on advanced transactions and processes transactions that range from routine to advanced, including check cashing, large withdrawals, deposits and loan payments, in accordance with Bank policies and procedures. Operational Accountability Strong working knowledge of all operational systems and databases. Responsible for Vault Management, including auditing, reporting, and balancing. Manages Store currency levels, tracks currency shipments and deliveries. Requires process management knowledge and a good understanding of the business and operational function areas supported. Plans, organizes and coordinates activities for own area and resolves operational issues/escalations within the Store. Ownership/oversight of simple to complex daily branch administrative duties. Approves financial transactions using sound judgment to minimize risk and potential losses from fraud and other decisions that will impact Store financial results. Responsible for Operational excellence and compliance in the Store to include cash control procedures to bolster security and eliminate fraud. Understands and applies operating policies and procedures. Contributes to business objectives for Operational Excellence. Supports the timely and accurate completion of business processes and procedures. Escalates non‑standard or high‑risk transactions/activities as necessary. Ensures documentation prepared/completed is accurate and properly reflects Customer/business intentions and is consistent with relevant rules/regulations. Supports and participates in process improvement opportunities. Ensures necessary due diligence to support the accuracy of all Customer transactions/activities. Is knowledgeable of and complies with Bank Code of Conduct. Employee/Team Accountabilities Leads and supports a high‑performing team; provides ongoing feedback, coaching and input on performance reviews. Contributes to setting daily objectives for the team; tracks, monitors and addresses performance in a timely manner. Ensures colleagues are in compliance with all Regulatory and TD Bank U.S. policies, procedures and guidelines. Supports, mentors and coaches team members in their professional development. Creates and fosters a cohesive team and promotes a strong colleague experience. Shares knowledge, information, skills and subject matter expertise among the team. Onboards team members to ensure a positive experience and proficiency in role. Supports an environment where team freely escalates business challenges; facilitates change through positive reinforcement of milestones and successes. Promotes a fair and equitable environment that supports a diverse workforce and encourages the team to achieve common goals and objectives. Acts as a brand champion for your business area/function and the bank, internally and/or externally. Under the direction of the Manager, participates in performance management activities of the teller team and platform team. OCC Language This position falls within the definition of Loan Originator as defined under Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36, and Mortgage Loan Originator as defined under the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act), 12 U.S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007. Must be eligible for employment with a covered financial institution under the standards established by Regulation Z of the Truth in Lending Act, 12 CFR Part 1026.36. Must be eligible for registration as a registered mortgage loan originator with the NMLS (Nationwide Mortgage Licensing System and Registry) in accordance with the SAFE Act, 12 U.S.C. 5102 et seq., and its implementing regulations, 12 CFR Part 1007. Satisfactory results on a criminal background check and a credit report check, and statements/certification from job applicant regarding administrative, civil, and/or criminal findings by any government agency/authority, are required by federal law for this position. Physical Requirements Never: 0% Occasional: 1-33% Frequent: 34-66% Continuous: 67-100% Domestic Travel – Occasional International Travel – Never Performing sedentary work – Continuous Performing multiple tasks – Continuous Operating standard office equipment - Continuous Responding quickly to sounds – Continuous Sitting – Continuous Standing – Frequent Walking – Frequent Moving safely in confined spaces – Occasional Lifting/Carrying (under 25 lbs.) – Occasional Lifting/Carrying (over 25 lbs.) – Occasional Squatting – Occasional Bending – Occasional Kneeling – Occasional Crawling - Occasional Climbing - Occasional Reaching overhead – Occasional Reaching forward – Occasional Pushing – Occasional Pulling – Occasional Twisting – Occasional Concentrating for long periods of time – Continuous Applying common sense to deal with problems involving standardized situations – Continuous Reading, writing and comprehending instructions – Continuous Adding, subtracting, multiplying and dividing – Continuous Benefits Our Total Rewards package includes base salary and variable compensation, health and well‑being benefits, savings and retirement programs, paid time off, banking benefits and discounts, career development, and reward and recognition programs. Accommodation TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. If you are an applicant with a disability and need accommodations to complete the application process, please email TD Bank US Workplace Accommodations Program at View email address on click.appcast.io. #J-18808-Ljbffr