Branch Experience Lead – Operations & Client Care

Testing Site - JPMC; Chicago (IL); On-site; USD 50,000 - 75,000; Full time

Job summary

Chase is seeking a Branch Operations Lead in Chicago to oversee daily branch operations, lead a team, and ensure exceptional client experiences. You will collaborate with the Branch Manager, manage lobby flow, and promote self-service options to enhance the customer journey.

The role requires a strong focus on compliance, accuracy, and training the branch team, with hours including weekends and evenings in a dynamic, client-focused environment.

Qualifications

• Adhere to policies, procedures, and regulatory banking requirements.
• Maintain attention to detail and stay organized.
• Demonstrate leadership and operational proficiency in a team setting.
• Educate the branch team and partners to stay informed.
• Engage clients and refer them to experts when needed.
• 1+ years of retail banking experience.
• Ability to work branch hours including weekends and evenings.

Responsibilities

• Collaborate with Branch Manager to create a welcoming, exceptional branch experience.
• Greet clients, assist with transactions, manage lobby flow, and schedule meetings.
• Engage clients with clear communication, understand needs, and guide them.
• Lead branch operations (cash devices, vault, ATM) and resolve issues following policies.
• Introduce clients to the friendly branch team to deliver seamless service.
• Promote self-service options to simplify banking for clients.
• Support all branch operations, ensuring compliance, loss control, and audits.

Skills

Leadership

Customer service

Policy compliance

Attention to detail

Communication

Team education

Education

College degree or military equivalent

Job description

Chase is seeking a Branch Operations Lead in Chicago to oversee daily branch operations, lead a team, and ensure exceptional client experiences. You will collaborate with the Branch Manager, manage lobby flow, and promote self-service options to enhance the customer journey.

The role requires a strong focus on compliance, accuracy, and training the branch team, with hours including weekends and evenings in a dynamic, client-focused environment.