Store Supervisor - Auburn

Work Location: Auburn, Massachusetts, United States of America Hours: 40 Pay Details:

$24.00 - $33.50 USD

Job Description This role supervises day‑to‑day team activities to ensure operational excellence and compliance with policies and procedures to mitigate risk and protect the Bank and Customers. It drives, reinforces, and demonstrates meeting operational, customer and sales objectives. In the absence of another manager, the role manages the Store and can run the teller side, platform, and customer escalations. The role supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales and advice activities that create personalized, connected experiences. 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 and efficient delivery of personalized or complex service and advice activities while maintaining compliance and regulatory guidelines. Closely monitors workflows for the teller team and platform, prioritizing tasks and delegating 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 Customers. Drives operational excellence in the Store, including cash handling, vault management, control of negotiable items, fraud prevention, expense control, integrity, customer privacy and employee safety. Engages in conversations with customers about loan products, facilitates application intake and must maintain an active registration status with NMLS. Leads, develops and coaches the team on delivering effective customer service, product and advice conversations and supports service and advice strategies to improve the overall customer experience. Proficient in customer relationship tools to support the teams in advocating for the customer by promoting items and educating customers for their financial needs. Requires knowledge of financial literacy and a broad range of products and services aligned with TD’s consultative approach. Acquires and deepens the Store customer base through proactive sales and service activities utilizing generated leads for small business, residential mortgages and complex products. Connects with customers, provides financial advice and deepens relationships through lead management activities, including creation and management of self‑generated leads, partner referrals, outbound calls, SMS, 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 to provide direction, decision making and coaching for 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. Multitasking ability and maintaining 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 end‑to‑end customer advice and consultative support. Proficient in all products and services to provide consultative advice and coach the Store team. Leads, coaches and drives exceptional service at every customer interaction. Completes customer transactions and utilizes CRM tools for needs‑based conversations. Engages in lobby leadership and represents TD as the first point of contact for inquiries and escalations. Leads execution of the Store customer experience plan and supports store advice objectives while ensuring operational excellence. Coaches on handling customer issues and participates in negotiations where needed. Responsible for legendary service process in the Store, including over‑the‑counter transactions and complex sales and service questions. Leads and coaches frontline colleagues on effective complaint resolution. Shared accountability with Store Leaders for lobby leadership. Acts as a leader to achieve an overall legendary customer experience. Manages colleague scheduling to meet customer demand and compliance. Maintains a professional and inviting space in all common areas adhering to regulations. Works collaboratively with TD Partners to serve customers in the most suitable channel. Conducts advanced transactions such as check cashing, large withdrawals, deposits, and loan payments in accordance with policies. Shareholder Accountabilities Strong working knowledge of all operational systems and databases. Responsible for vault management, auditing, reporting and balancing, currency levels and shipments. Leads operational standards of the Store: cash handling, control of negotiable items, fraud prevention, expense control, integrity, customer privacy and colleague safety. Plans, organizes and coordinates activities for own area and resolves operational issues. Owns simple to complex daily branch administrative duties. Approves financial transactions with sound judgment to minimize risk and losses. Ensures operational excellence and compliance in cash control procedures. Applies operating policies and procedures. Contributes to business objectives for operational excellence. Supports timely and accurate completion of business processes. Escalates non‑standard or high‑risk transactions as necessary. Ensures accurate and complete documentation of customer transactions. Supports and participates in process improvement opportunities. Maintains due diligence for accurate customer transactions and compliance with bank code of conduct. Employee / Team Accountabilities Leads and supports a high‑performing team, providing feedback, coaching and performance reviews. Sets daily objectives and tracks performance. Ensures compliance with regulatory and TD banking policies. Mentors team members in professional development. Fosters a cohesive team and strong colleague experience. Shares knowledge and encourages good working relationships across functions. Onboards team members for a positive experience. Encourages escalation of business challenges and celebrates milestones. Promotes a fair and equitable environment supporting diversity. Acts as a brand champion for the business area. Participates in performance management activities under the Manager’s direction. OCC Language This position falls within the definition of Loan Originator under Regulation Z and the Mortgage Loan Originator under the SAFE Act. Must be eligible for employment with a covered financial institution under Regulation Z. Must be eligible for registration as a registered mortgage loan originator with NMLS in accordance with the SAFE Act. Requires satisfactory background and credit check. 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 The above statements describe the general nature and level of work for this job. They are not exhaustive. Our Total Rewards Package Our Total Rewards package includes base salary and variable compensation/incentive awards, health and well‑being benefits, savings and retirement programs, paid time off (vacation, flex, holiday PTO), banking benefits, and career development and reward 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. Include your full name, best way to reach you and the accommodation needed. #J-18808-Ljbffr TD