Branch Operations Lead - Customer Experience & Compliance

JPMorgan Chase & Co.; Cumming (GA); On-site; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health benefits

Job summary

Chase in the United States is seeking a Branch Operations Lead to partner with the Branch Manager, guide front-line staff, and ensure precise, compliant handling of client transactions. You will promote self-service options and build lasting client relationships across daily branch operations.

You will lead with a focus on loss control, audits, and regulatory adherence, while delivering exceptional client experiences and coaching the team on policy-led service.

Qualifications

• You take pride in adhering to policies, procedures, and regulatory banking requirements, ensuring everything runs smoothly and efficiently.
• You are committed to maintaining a keen eye for detail and staying organized, which helps you juggle multiple tasks effectively.
• You are proud of your leadership skills and operational proficiency, ensuring transaction accuracy while thriving in a collaborative team environment.
• You have a strong passion for educating the branch team and partners, helping them stay connected and informed.
• You excel at building meaningful connections and engaging with clients, always ready to educate them and refer them to our team of experts when needed.
• You have 1+ years of retail banking experience.
• You have the ability to work branch hours including weekends and evenings.
• You have a high school degree, GED, or foreign equivalent.

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

Customer service

Leadership

Detail oriented

Training others

Client relationships

Education

High school diploma or GED

College degree or military equivalent

Job description

Chase in the United States is seeking a Branch Operations Lead to partner with the Branch Manager, guide front-line staff, and ensure precise, compliant handling of client transactions. You will promote self-service options and build lasting client relationships across daily branch operations.

You will lead with a focus on loss control, audits, and regulatory adherence, while delivering exceptional client experiences and coaching the team on policy-led service.