Branch Operations Lead: Elevate the Customer Experience

Testing Site - JPMC; Lyndhurst (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Chase is seeking a Branch Operations Lead to partner with the Branch Manager and team in delivering exceptional client experiences. You will oversee lobby flow, cash devices, and daily operations, while promoting self-service tools to clients.

You will drive training and communicate policy updates, ensuring compliance and audit readiness, with a focus on loss control and secure banking practices. Weekend/evening hours required.

Qualifications

• Follows policies, procedures, and regulatory banking requirements.
• Detail-oriented and organized to handle multiple tasks.
• Leads with operational proficiency and ensures transaction accuracy in a team.
• Educates and informs branch team and partners.
• Builds relationships and educates clients, referring to experts when needed.
• 1+ years of retail banking experience.
• Ability 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

Policy compliance

Attention to detail

Leadership

Team education

Relationship building

Retail banking

Flexible schedule

Associate Banker experience

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 experiences. You will oversee lobby flow, cash devices, and daily operations, while promoting self-service tools to clients.

You will drive training and communicate policy updates, ensuring compliance and audit readiness, with a focus on loss control and secure banking practices. Weekend/evening hours required.