Regional Branch Leader

Regional Branch Leader

Job Description:

Holding the position of Branch Operations Lead at East West Bank entails being a member of an exceptional team that is committed to offering customers a superior, personalized, and cutting-edge relationship banking experience through various contact points.

Our commitment at East West Bank is to assist you in advancing your career through a series of training sessions aimed at broadening your business acumen, enhancing your digital capabilities, and fostering strong customer relationships.

As the Branch Operations Lead, your involvement will be pivotal in:

• Assisting individuals with their monetary requirements by facilitating activities such as retrieving cash, depositing funds, moving money between accounts, and settling loan dues via multiple avenues including digital and mobile platforms.
• Managing the entry-level team members at the location and delivering advice and permissions as required.
• Aiding the Assistant Branch Manager in overseeing the branch team to drive sales, provide excellent service, and maintain operational efficiency.

Responsibilities include:

• Exhibit proficient customer service expertise in helping individuals with their financial inquiries and effectively handle escalated customer complaints or issues in a timely manner.
• Assist branch clients with various bank offerings and amenities, including the supervision of safe deposit boxes, processing of merchant/vault and ATM transactions, exchanging foreign currencies, and guiding individuals through the process of opening new accounts.
• Instruct junior staff at branches to identify opportunities for referrals and sales while maintaining compliance with the established policies and procedures of the financial institution.
• Direct customers to Business Relationship Managers and Financial Consultants for a thorough analysis of their needs in order to introduce them to a wider range of banking products.
• Skilled in utilizing online resources and tech solutions to improve clients' digital banking interactions.
• Educate and guide customers on the procedures for performing basic transactions via user-friendly banking tools such as online banking, mobile banking, and ATMs.
• Provide assistance to the Assistant Branch Manager in tasks related to branch certifications and audit activities.
• Carry out any other tasks as designated.

Qualifications include:

• Candidates must possess a high school diploma or equivalent, with a preference for those holding a Bachelor's degree.
• Candidates should have a minimum of three years of experience in customer service, teller duties, or sales specifically in banking or financial services.
• A solid understanding of branch operations is necessary.
• Proficiency in using typical branch technology and teller machinery.
• Skilled in resolving issues, making sound choices, and delivering excellent customer support.

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