Assistant Store Manager - Billerica, MA

Work Location Billerica, Massachusetts, United States of America Hours 40 hours per week Pay Details

$29.75 - $44.50 USD

Responsibilities Leads a team of advice and service colleagues in the achievement of individual and Store objectives that result in legendary Customer and colleague experience, and achievement of established performance goals. Provides day-to-day team leadership and work direction to ensure effective and efficient delivery of personalized/complex service and advice activities while maintaining compliance and regulatory guidelines. Leads the team in overseeing the most complex or diverse sales advice activities that entail multiple step processes involving numerous systems, partners and complexity. Requires knowledge and understanding of financial concepts, a broad range of products, services and tools, business and process management acumen aligned with TD’s consultative approach with Customers to deliver end-to-end advice: building trust with educational content and tools, providing consultative support, and advocating with proactive insights and recommendations. Responsible for driving and reinforcing Advice activities for the team through continued observations, coaching, oversight, and communication ensuring proactive advice and product recommendations based on Customer needs, ultimately building Customer financial confidence. Possesses comprehensive knowledge of the local market, competitive offers, and economic trends to support advice recommendations that empower customers. Effectively handles critical and/or high-risk issues, determining the most appropriate course of action for resolution. Drives Advice Behaviors within the team by coaching and developing staff to deliver exceptional service that exceeds Customer expectations. Leads and coaches advisory team on advice giving strategies and overall product and services acumen. Establishes work direction and role ownership on delivering advice and achieving daily, quarterly and annual objectives. Delivers end to end advice to Customers by providing information and tools for financial management that help Customers achieve their goals, and provides real time insights. Contributes to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth. Actively participates in community events, promoting the TD Brand while servicing community needs. Connects with Customers / Prospects, provides financial advice, and deepens relationships through lead management activities including creation and management of Self‑Generated Leads, management of Partner/Retail to Retail Referral Leads or Campaign Leads, Customer outreach (Outbound Calls, Relay SMS), setting and/or hosting appointments, and Lead prioritization. Creates an environment where the team interacts with Customers in a warm and engaging manner, actively listening, and asking clarifying questions. Contributes to business growth by proactively attracting, acquiring and retaining Customers and advice opportunities. Establishes and supports partnership between colleagues that handle Customer day‑to‑day transactions and platform bankers/partners for effective referrals. Leads and reinforces Customer service activities; supports Customers through challenging times and life events, demonstrating knowledge and financial expertise to align the best product or service for each need. Maintains optimal colleague scheduling to meet Customer demands and compliance requirements. Acts as an escalation point for problem resolution – identifies prevention strategies and educates the Customer. Creates personal experiences by understanding each Customer’s needs to turn their goals into reality. Leads operations compliance including teller and platform operations. Ensures efficient Store operation by adhering to bank policies, procedures, and passing all audits. Performs store operation activities such as account maintenance, wire transfers, store opening and closing, and cash management. Leads Store in Operational Excellence plans. Manages Vault, including Monthly Vault and drawer audits. Identifies and mitigates risk, audits for compliance and overall operational soundness. Supports timely and accurate completion of business processes and procedures. Escalates non‑standard or high‑risk transactions as necessary. Ensures documentation accuracy and consistency with rules and regulations. Supports process improvement opportunities. Ensures due diligence for all Customer transactions and activities. Adheres to the Bank Code of Conduct. Leads and supports a high‑performing team; provides feedback, performance reviews, coaching and development. Reinforces and embeds TD's shared commitments. Contributes to setting performance objectives, tracking, monitoring and addressing performance timely. Ensures compliance with all TDBFG policies, procedures and guidelines of conduct. Shares knowledge and expertise with the team, ensuring timely communication of issues and encouraging working relationships with partners and other teams. Supports an environment where challenges are freely escalated and change is facilitated through positive reinforcement. Participates in recruitment and selection of new hires to build a diverse, qualified workforce. Promotes a fair and equitable environment that supports workforce diversity and common goal achievement. Acts as a brand champion for the business area/function and the bank both internally and externally. Education & Experience Undergraduate degree or equivalent experience. 2+ years of experience working with customers and/or sales in any capacity. Prefer supervisory or leadership experience. Demonstrated ability to provide legendary customer service. Strong verbal and written communication skills. Sales and operational management skills. Ability to manage competing priorities. Preferred previous consumer and residential lending experience. Proficient in Microsoft Office. Knowledge of banking products and services preferred. Demonstrated organization, interpersonal communication and decision‑making skills. Proficiency with expense management. Notary License preferred. Must maintain an active NMLS registration upon hire to engage in loan conversations and application intake. Physical Requirements Performing sedentary work – Continuous. Performing multiple tasks – Continuous. Operating standard office equipment – Continuous. Responding quickly to sounds – Continuous. Sitting – Frequent. 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. 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 the definition of 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 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. Satisfactory results on a criminal background check and a credit report check, and statements/certification from the applicant regarding administrative, civil, and/or criminal findings by any government agency or authority, are required by federal law for this position. Our Total Rewards Package Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve financial, physical and mental well‑being goals. The package includes base salary and variable compensation incentives, health and well‑being benefits, savings and retirement programs, paid time off (Vacation PTO, Flex PTO and Holiday PTO), banking benefits and discounts, career development and reward and recognition programs. All eligible employees are invited to learn more through internal resources. Accommodation / Equal Opportunity 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 Bank Group (TD)