Branch Operations & Customer Experience Lead

JPMorgan Chase & Co.; Springfield (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. in Springfield, IL seeks a Branch Operations Lead to oversee daily branch activity, improve client experiences, and ensure compliant operations. You will collaborate with the Branch Manager, guide staff, and promote self-service options to streamline banking for clients.

Responsibilities include welcoming clients, managing lobby flow, resolving issues, and upholding loss control and audit standards while maintaining high service quality.

Qualifications

• 1+ years of retail banking experience.
• High school diploma, GED, or foreign equivalent.
• Ability to work branch hours including weekends and evenings.
• Strong leadership and operational proficiency.

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 experience

Attention to detail

Client service

Policy compliance

Team education

Retail banking experience

Weekend/evening availability

Education

High school diploma / GED

Job description

JPMorgan Chase & Co. in Springfield, IL seeks a Branch Operations Lead to oversee daily branch activity, improve client experiences, and ensure compliant operations. You will collaborate with the Branch Manager, guide staff, and promote self-service options to streamline banking for clients.

Responsibilities include welcoming clients, managing lobby flow, resolving issues, and upholding loss control and audit standards while maintaining high service quality.