Retail Branch Leader

Retail Branch Leader

Job Description:

Being appointed as the Branch Operations Lead at East West Bank means becoming an integral part of a high-caliber team that is focused on providing customers with a top-tier, personalized, and technologically advanced banking experience at every interaction.

To support your career development at East West Bank, we offer ongoing training programs aimed at expanding your business acumen, enhancing your digital skills, and fostering enduring relationships with our diverse customer base.

The position of Branch Operations Lead requires you to have a key role in:

• Guiding customers in managing their financial needs by facilitating tasks such as withdrawing cash, depositing funds, transferring money, and making loan payments through a variety of platforms, including online services and mobile apps.
• Overseeing the entry-level staff at the branch and offering direction and authorizations as necessary.
• Partnering with the Assistant Branch Manager to drive the branch team towards accomplishing sales, service, and operational objectives.

Responsibilities include:

• Demonstrate strong customer service capabilities in aiding customers with their financial needs and effectively resolving escalated client grievances or issues.
• Assist branch patrons by presenting them with a diverse set of banking options and services, which involve managing safe deposit box operations, overseeing merchant/vault and ATM transactions, facilitating foreign currency conversions, and guiding clients through the account opening process.
• Instruct junior staff at branches on how to identify referral and sales opportunities effectively and in compliance with the bank's policies and procedures.
• Advise clients to consult with Business Relationship Managers or Financial Consultants for a comprehensive assessment of their needs to facilitate the cross-selling of bank products.
• Experienced in optimizing the digital banking journey for customers through the effective use of technology.
• Assist clients in learning how to complete straightforward transactions using accessible banking tools such as online banking, mobile banking, and ATMs.
• Provide necessary backup support to the Assistant Branch Manager, specifically with branch certifications and audits.
• Carry out additional duties as necessary.

Qualifications include:

• The basic educational prerequisite is a high school diploma or GED, with a Bachelor's degree being the ideal qualification.
• Mandatory requirement includes a history of three or more years in customer service, teller functions, or sales positions related to the banking or financial service industry.
• A robust understanding of branch operations is vital.
• Knowledgeable about standard branch equipment and teller devices.
• Possessing advanced problem-solving skills, decisive decision-making, and exceptional customer service capabilities.

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