Branch Operations Lead

East West Bank; Houston (TX); On-site; USD 31,684 - 34,440; Full time

Job summary

A leading financial institution in Houston is seeking a Branch Operations Lead to deliver exceptional customer service and support the branch team. This role involves assisting customers with various banking needs, supervising junior staff, and ensuring operational excellence. The ideal candidate will have a high school diploma (Bachelor’s preferred), 3+ years of related experience, and skills in customer service and problem-solving. This position offers compensation between $23.00 and $25.00 per hour, with opportunities for career growth.

Qualifications

• 3+ years of customer service, teller, or sales experience in the banking/financial service industry.
• Strong working knowledge of branch operations.
• Familiarity with standard branch technology.

Responsibilities

• Assist customers with financial needs and resolve escalated issues.
• Provide support on a wide range of bank products and services.
• Train junior staff and ensure compliance with bank policies.

Skills

Customer service skills

Problem-solving skills

Decision-making skills

Sales experience

Professional working proficiency in Mandarin

Education

High school diploma or GED

Bachelor’s degree

Tools

Branch technology

Teller equipment

Job description

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi‑cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high‑tech help build sustainable businesses and expand our associates’ potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top‑performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

Being the next generation Branch Operations Lead at East West Bank means you are part of a world‑class team that focuses on delivering a high quality, high‑touch, and high‑tech relationship banking experience across all customer touchpoints.

As a Branch Operations Lead, you will play a key role in:

• Assisting customers with their financial needs such as cash withdrawals, deposits, transfers, and loan payment across different platforms (online and mobile)
• Supervising the junior staff in the branch and providing guidance and approvals as needed
• Supporting the Assistant Branch Manager in leading the branch team to achieve sales, service, and operational excellence.

We will help you grow your career at East West Bank by providing you with ongoing training to expand your business knowledge, grow your digital acumen, and build long‑lasting relationships with our customers.

Responsibilities

• Demonstrate strong customer service skills to assist customers with their financial needs; 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
• Expert in using 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 back up support to the Assistant Branch Manager including branch certifications and audits
• May perform other duties as assigned

Qualifications

• 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 service 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
• Professional working proficiency in Mandarin is a plus.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $23.00/Hr. - USD $25.00/Hr. Exact offers will be determined based on job‑related knowledge, skills, experience, and location.