Branch Operations & Client Experience Lead

Testing Site - JPMC; Durham (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Chase is seeking a Branch Operations Lead to partner with the Branch Manager and team in delivering exceptional client service in a busy branch. You will guide daily operations, ensure policy compliance, and drive improvements in loss control and audits while maintaining a welcoming environment.

You will greet clients, assist with transactions, promote self-service tools, and build lasting relationships by connecting customers to specialists.

Qualifications

• Adheres to policies, procedures, and regulatory banking requirements.
• Keeps a keen eye for detail and stays organized to juggle tasks.
• Shows leadership and operational proficiency ensuring transaction accuracy.
• Educates branch team and partners to stay informed.
• Engages clients and builds relationships, guiding them to experts.
• Has 1+ years of retail banking experience.
• Able to work branch hours including weekends and evenings.

Responsibilities

• Collaborate with 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

Regulatory compliance

Detail oriented

Leadership

Training others

Customer engagement

Retail banking

Flexible scheduling

Education

College degree or military equivalent

Job description

Chase is seeking a Branch Operations Lead to partner with the Branch Manager and team in delivering exceptional client service in a busy branch. You will guide daily operations, ensure policy compliance, and drive improvements in loss control and audits while maintaining a welcoming environment.

You will greet clients, assist with transactions, promote self-service tools, and build lasting relationships by connecting customers to specialists.