Branch Experience Lead: Operations & Client Care

JPMorgan Chase & Co.; South Euclid (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Branch Operations Lead to work with the Branch Manager and team to ensure precise transactions, strong controls, and superior client service. You will guide lobby flow, train colleagues, and champion self-service options to enhance the banking experience.

You will lead daily branch operations, manage cash devices, resolve client issues, and build trusted relationships through proactive communication and collaboration. Weekend and evening hours are required.

Qualifications

• Adhere to policies, procedures and regulatory banking requirements.
• Detail-oriented and organized to juggle multiple tasks.
• Leadership and operational proficiency to ensure transaction accuracy.
• Educate and keep branch team and partners informed.
• Build meaningful client relationships and refer to experts when needed.
• 1+ years of retail banking experience.
• High school diploma, GED, or foreign equivalent.
• Ability to work branch hours including weekends and evenings.

Responsibilities

• Collaborate with the Branch Manager to create a welcoming and vibrant atmosphere in the branch, ensuring every client enjoys an exceptional experience and feels part of a dynamic community.
• Greet clients warmly as they enter the branch, making them feel valued and appreciated. Demonstrate genuine care and concern during interactions, assisting with transactions, managing lobby flow, and scheduling meetings to build trusted relationships.
• Engage clients with clear, polite communication to understand and help them effectively. Anticipate their needs while checking them into the waiting queue, ensuring a smooth visit.
• Lead branch operations, including managing cash devices like the cash vault and ATM. Resolve any client issues quickly and effectively, paying attention to detail and striving for consistency while adhering to all bank policies and procedures.
• Introduce clients to our friendly branch team, who collaborate to deliver seamless service with care and sincerity. Work together to build lasting relationships and assist with any specialized financial needs, elevating the client experience.
• Simplify clients' banking experience by sharing self-service options, allowing them to access their accounts anytime, day or night.
• Work closely with the Branch Manager to support all aspects of branch operations, including maintaining high standards for loss control, compliance, and audits, ensuring the branch operates smoothly and securely.

Skills

Leadership

Customer service

Regulatory compliance

Detail-oriented

Communication

Education

High school diploma or GED

College degree or military equivalent

Job description

JPMorgan Chase & Co. is seeking a Branch Operations Lead to work with the Branch Manager and team to ensure precise transactions, strong controls, and superior client service. You will guide lobby flow, train colleagues, and champion self-service options to enhance the banking experience.

You will lead daily branch operations, manage cash devices, resolve client issues, and build trusted relationships through proactive communication and collaboration. Weekend and evening hours are required.