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Branch Operations Manager

2 months ago

Glendale California, United States East West Bank Full time
About the Role

We are seeking a highly skilled and experienced Branch Operations Lead to join our team at East West Bank. As a key member of our branch operations team, you will play a critical role in delivering exceptional customer service and ensuring the smooth operation of our branches.

Key Responsibilities
  • Assist customers with their financial needs, including cash withdrawals, deposits, transfers, and loan payments across various platforms.
  • Supervise junior staff in the branch and provide guidance and approvals as needed.
  • Support the Assistant Branch Manager in leading the branch team to achieve sales, service, and operational excellence.
  • Demonstrate strong customer service skills to resolve escalated client complaints/issues promptly and effectively.
  • Provide support for branch customers by offering a wide range of bank products and services, including safe deposit box management, merchant/vault and ATM processing, foreign currency exchange, and new account opening.
  • Train junior branch staff to effectively identify referral and sales opportunities and ensure they are compliant with bank policies and procedures.
  • Refer customers to Business Relationship Managers and/or Financial Consultants for needs assessment to cross-sell bank products.
  • Expertly use digital resources and technologies to optimize clients' digital banking experience.
  • Inform and educate clients on how to conduct simple transactions through convenient banking options, such as online banking, mobile banking, and ATMs.
  • Provide backup support to the Assistant Branch Manager, including branch certifications and audits.
Requirements
  • High school diploma or general education degree (GED) required; Bachelor's degree preferred.
  • 3+ years of customer service, teller, or sales experience within the banking and/or financial services industry.
  • Strong working knowledge of branch operations required.
  • Familiarity with standard branch technology and teller equipment.
  • Strong problem-solving, decision-making, and customer-service skills.