Branch Operations Leader

Branch Operations Leader

Job Description:

As the new Branch Operations Lead at East West Bank, you will be involved with a top-tier team dedicated to providing customers with a premium, personalized, and technologically advanced banking experience at every interaction.

We aim to support your career development at East West Bank through continuous training opportunities that will enhance your expertise in the business sector, improve your digital skills, and cultivate enduring connections with our clientele.

In the position of Branch Operations Lead, you will have a crucial part to play in:

• Providing support to clients in managing their financial transactions like withdrawing funds, making deposits, transferring money, and repaying loans through a variety of channels including online and mobile services.
• Overseeing the junior employees at the branch and offering direction and authorizations when necessary.
• Assisting the Assistant Branch Manager in guiding the branch staff towards reaching high standards in sales, customer service, and operations.

Responsibilities include:

• Showcase excellent customer service abilities when aiding clients with their financial requirements and swiftly and efficiently address elevated customer concerns or problems.
• Support branch patrons by providing a diverse selection of banking products and services, such as overseeing safe deposit box operations, managing merchant/vault and ATM transactions, facilitating foreign currency conversions, and assisting with the initiation of new accounts.
• Educate new branch employees on how to recognize potential sales leads and referrals while ensuring adherence to the bank's guidelines and protocols.
• Encourage clients to consult with Business Relationship Managers or Financial Consultants to evaluate their requirements and potentially promote additional bank services.
• Proficient in leveraging digital tools and technologies to enhance customers' online banking journey.
• Aid clients in learning the process of executing uncomplicated transactions using accessible banking solutions like internet banking, mobile banking, and automated teller machines (ATMs).
• Assist the Assistant Branch Manager by offering support for tasks such as branch certifications and audit procedures.
• Fulfill additional responsibilities as required.

Qualifications include:

• A high school diploma or GED is a prerequisite, with a Bachelor's degree being desirable.
• Requires at least three years of customer service, teller, or sales background in the banking or financial sector.
• Proficiency in branch operations is essential.
• Understanding of commonly used branch technology and teller tools.
• Proficient problem-solving abilities, effective decision-making, and strong customer-service competencies.

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