Store Supervisor - Willow Grove PA (Full Time)

Location Willow Grove, Pennsylvania, United States of America Hours 40 Pay

$24.00 - $33.50 USD

Job Description Summary 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. The role drives, reinforces, and demonstrates meeting operational, customer and sales objectives. In the absence of any other manager, the role is expected to manage the Store and have the ability to run the teller side, platform, and Customer escalations. The role supports driving a team in acquiring, retaining and deepening relationships by reinforcing sales & advice activities that create personalized, connected experiences. Responsibilities Supervise a team of advice and service colleagues in achieving individual and Store objectives that result in legendary customer and colleague experiences. Provide day‑to‑day team leadership and work direction to ensure effective/efficient delivery of personalized/complex service and advice activities and/or solutions while maintaining compliance and regulatory guidelines. Monitor workflows for teller team and platform, prioritizing tasks and delegating duties and responsibilities. Maintain focus on short‑term goals with low to moderate risk. Understand and enforce bank operational policies, procedures and regulations; educate team on risk management and protection of TD Bank, Employees and Customers. Drive operational excellence in the Store, including cash handling, vault management, control of negotiable items, fraud prevention, controllable expense management, integrity promotion, customer privacy and employee safety. Engage in conversations with customers about loan products, facilitate application intake, and maintain an active registration status with NMLS (Nationwide Mortgage Licensing System and Registry). Lead, develop and coach the team on delivering effective customer service, product and advice conversations; support service and advice strategies and tactics to improve overall customer experience. Use customer relationship tools, services, products and campaigns to advocate for customers and educate them on financial needs. Apply knowledge of financial literacy and a broad range of products, services and tools to deliver end‑to‑end advice (building trust, consultative support, proactive insights). Acquire and deepen the Store customer base through proactive sales and service activities, including Small Business, Residential Mortgages and complex products. Handle lead management activities such as creation & management of self‑generated leads, partner/retail referral leads, campaign leads; conduct outbound calls, relay SMS, set hosting appointments, and prioritize leads. Ensure customer transactions are completed using CRM tools and needs‑based conversations. Act as lobby leadership, representing TD as the first point of contact for inquiries and escalations, taking ownership and remediating complaints. Execute Store customer experience plan/objectives and support the execution of store advice plan/objectives while ensuring operational excellence. Coach coworkers on appropriate customer issue resolution and participate in negotiations when needed; empower colleagues to handle escalations and take personal ownership for unresolved concerns. Maintain legendary service process for over‑the‑counter and complex sales and service requests. Coach frontline colleagues on effective customer complaint resolution. Share accountability with Store Leaders for lobby leadership. Provide optimal colleague scheduling to meet customer demand and compliance requirements. Maintain a professional and inviting space in all common areas, adhering to premises, marketing and regulatory guidelines. Collaborate with TD Partners to ensure customers are served via the most suitable channel. Authorize advanced transactions and process transactions ranging from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with bank policies and procedures. Qualifications High School Diploma or GED required; undergraduate degree preferred. 2+ years of related experience in customer service, sales or related capacity, or equivalent. Notary License preferred. Demonstrated supervisory experience or proven ability to provide direction, decision making and coaching in customer service. Proven ability to meet and exceed customer expectations. Strong organizational skills for multitasking 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. Proficient with Outlook, Lotus Notes, Word and Excel. Ability to supervise and lead others. Ability to provide community services. Compliance & Licensing Position falls under 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 per SAFE Act, 12 U.S.C. § 5102 et seq. 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 the NMLS. Must pass a satisfactory criminal background check and credit report. Employers require statements or certification regarding administrative, civil, and criminal findings. Physical Requirements The following physical activities may be required; continuous, occasional, frequent, or never. Performing sedentary work, multiple tasks, operating office equipment, responding to sounds, sitting, standing, walking, and other motions as specified. Equal Employment 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 with your full name, best way to reach you and the accommodation needed. #J-18808-Ljbffr TD