Branch Services Leader

Branch Services Leader

Job Description:

Assuming the role of Branch Operations Lead at East West Bank involves joining a standout team dedicated to ensuring customers receive a first-rate, customized, and state-of-the-art relationship banking experience across all points of contact.

To further your career at East West Bank, we offer ongoing training opportunities designed to expand your business expertise, strengthen your digital skills, and nurture enduring relationships with our valued customers.

Being the Branch Operations Lead entails a vital contribution to:

• Assisting individuals in fulfilling their financial needs such as withdrawing cash, making deposits, transferring money, and paying off loans through diverse platforms like online interfaces and mobile options.
• Supervising the less-experienced employees in the branch and providing guidance and approvals when required.
• Assisting the Assistant Branch Manager in guiding the branch employees to achieve excellence in sales, service delivery, and operational practices.

Responsibilities include:

• Illustrate exceptional customer service skills in aiding customers with their financial needs and efficiently resolving escalated client complaints or issues.
• Provide branch clientele with support in accessing a wide array of bank products and services, such as managing safe deposit boxes, overseeing merchant/vault and ATM processing, executing foreign currency exchanges, and assisting with the establishment of new accounts.
• Train new branch employees to discover and pursue referral and sales prospects while ensuring full compliance with the bank's policies and procedures.
• Suggest that customers seek guidance from Business Relationship Managers or Financial Consultants to assess their requirements and consider additional bank products.
• Knowledgeable in employing digital tools and technologies to optimize the digital banking journey for clients.
• Support and educate clients on the methods for carrying out simple transactions through hassle-free banking options such as online banking, mobile banking, and automated teller machines (ATMs).
• Offer assistance to the Assistant Branch Manager by supporting branch certifications and participating in audit processes.
• Complete any other assignments as provided.

Qualifications include:

• A high school diploma or GED is mandatory, and a Bachelor's degree is recommended for this position.
• A minimum of three years of customer service, teller, or sales experience in the banking or financial services sector is essential.
• An in-depth understanding of branch operations is essential.
• Competence in utilizing standard branch technology and teller apparatus.
• Adept at solving problems, making informed decisions, and offering superior customer service.

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