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As the next generation Branch Operations Lead at East West Bank, you play a vital role in a distinguished team that is dedicated to delivering a premium, personalized, and technology-driven banking experience at every customer touchpoint.
At East West Bank, we provide career growth support through continuous training initiatives that are tailored to enhance your business knowledge, elevate your digital proficiency, and cultivate lasting bonds with our customers.
Assuming the role of Branch Operations Lead, you will be instrumental in:
Aiding customers with their financial requirements by facilitating functions like cash withdrawals, deposits, fund transfers, and loan repayments through different mediums, including online platforms and mobile devices.
Monitoring the junior staff members in the branch and giving guidance and permissions as necessary.
Supporting the Assistant Branch Manager in leading the branch staff towards success in sales targets, service standards, and operational efficiency.
Responsibilities include:
Showcase adept customer service abilities when assisting customers with their financial needs and promptly resolving escalated client complaints or concerns.
Offer assistance to bank customers at the branch by providing access to a variety of banking products and services, including managing safe deposit boxes, merchant/vault and ATM transactions, exchanging foreign currencies, and facilitating the opening of new accounts.
Coach junior branch staff on recognizing referral and sales opportunities in accordance with the bank's policies and procedures.
Encourage clients to collaborate with Business Relationship Managers and Financial Consultants to evaluate their needs and explore cross-selling opportunities for bank products.
Capable of using digital resources and technologies effectively to elevate customers' digital banking experience.
Educate clients on the process of executing basic transactions through convenient banking avenues like online banking, mobile banking, and automated teller machines (ATMs).
Support the Assistant Branch Manager by providing backup assistance with branch certifications and audit tasks.
Accomplish diverse tasks as required.
Qualifications include:
A high school diploma or GED is a must, with a Bachelor's degree being the preferred qualification.
Experience of more than three years in customer service, teller operations, or sales activities within the banking or financial service industry is required.
Competence in branch operations is required.
Proficient in operating common branch equipment and teller tools.
Demonstrating strong problem-solving, decision-making, and customer service proficiencies.
