Branch Services Lead

Branch Services Lead

Job Description:

Being the Branch Operations Lead at East West Bank signifies being a crucial member of a high-caliber team focused on providing customers with a superior, individualized, and technologically advanced banking experience at all touchpoints.

With a focus on continuous training, we are committed to advancing your career at East West Bank by enriching your business knowledge, enhancing your digital proficiency, and fostering lasting relationships with our customers.

As the Branch Operations Lead, your responsibilities will be central to:

• Supporting clients by enabling them to manage their financial transactions, including cash withdrawals, deposits, transfers, and loan repayments, through a range of platforms such as online portals and mobile applications.
• Leading the junior workforce at the branch and offering counsel and approvals as needed.
• Working alongside the Assistant Branch Manager to support the branch team in achieving goals related to sales, service quality, and operational efficiency.

Responsibilities include:

• Demonstrate effective customer service skills in assisting clients with their financial needs and promptly addressing escalated customer complaints or concerns.
• Offer assistance to branch customers in utilizing a broad range of bank products and services, including overseeing safe deposit box functions, managing merchant/vault and ATM operations, facilitating foreign currency exchanges, and supporting clients in the opening of new accounts.
• Guide junior staff members in branches to identify referral and sales chances in a manner that aligns with the bank's policies and procedures.
• Recommend engaging with Business Relationship Managers and Financial Consultants to determine individual needs and identify suitable bank products for cross-selling purposes.
• Experienced in enhancing clients' online banking encounters through the application of digital resources.
• Instruct and inform customers on the steps involved in conducting easy transactions utilizing convenient banking alternatives like online banking, mobile banking, and ATMs.
• Help the Assistant Branch Manager with branch certifications and audits by providing necessary backup support.
• Undertake supplementary duties as instructed.

Qualifications include:

• Applicants should have completed high school or obtained a GED, and it is beneficial to hold a Bachelor's degree.
• Need to have a background of at least three years in customer service, teller responsibilities, or sales functions in the banking or financial industry.
• A strong grasp of branch operations is a prerequisite.
• Familiarity with conventional branch technology and teller instruments.
• Exceptional problem-solving, decision-making, and customer-centric skills.

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