Branch Operations Officer

Branch Operations Officer

Job Description:

Taking on the position of Branch Operations Lead at East West Bank places you within a world-class team that is dedicated to offering customers an exceptional, personalized, and innovative relationship banking experience at each touchpoint.

We are dedicated to helping you progress in your career at East West Bank by offering continuous training sessions that will enrich your business understanding, strengthen your digital capabilities, and promote meaningful relationships with our customers.

As the Branch Operations Lead, you will be essential in:

• Supporting clients in handling their financial transactions by assisting with activities like cash withdrawals, deposits, transfers, and loan repayments through various channels like online platforms and mobile applications.
• Guiding the junior team at the branch and providing advice and approvals as needed.
• Helping the Assistant Branch Manager in overseeing the branch team to ensure high levels of sales, service quality, and operational excellence.

Responsibilities include:

• Exhibit proficient customer service skills in supporting customers with their financial queries and effectively addressing escalated customer complaints or problems.
• Support customers visiting the branch by offering a comprehensive range of bank products and services, such as administering safe deposit boxes, processing merchant/vault and ATM transactions, conducting foreign currency exchanges, and aiding in the setup of new accounts.
• Prepare junior branch employees to identify referral and sales opportunities in a manner consistent with the bank's established policies and procedures.
• Direct customers to seek assistance from Business Relationship Managers and Financial Consultants for a needs evaluation aimed at cross-selling various bank products.
• Adept at enhancing clients' online banking experiences utilizing digital solutions and resources.
• Provide guidance and information to customers on the steps required to perform uncomplicated transactions using convenient banking solutions like online banking, mobile banking, and ATMs.
• Assist the Assistant Branch Manager in completing branch certifications and preparing for audits.
• Follow through with tasks beyond regular responsibilities.

Qualifications include:

• A high school diploma or GED is required; however, it is preferred for candidates to have a Bachelor's degree.
• Should have a track record of three or more years in customer service, teller duties, or sales roles specific to banking and financial services.
• Adequate familiarity with branch operations is necessary.
• Understanding how to use typical branch technology and teller machines.
• Effective at addressing challenges, making choices, and attending to customer needs.

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