Branch Support Lead

POSITION SUMMARY:

This role serves as a multi-branch operations and banking resource, responsible for supporting branch operations, staff, ensuring regulatory compliance, and providing float coverage and training support across locations.

The incumbent operates performing hands-on transactional work while overseeing day-to-day operations, developing staff, and partnering with Branch Managers to drive operational excellence, customer satisfaction, and business growth.

This position incorporates the functional scope of a New Accounts, Senior Teller, Branch Operations, acting as a field-based resource and subject matter expert.

ESSENTIAL FUNCTIONS:

Branch Operations (40%)

• Ensure compliance with bank policies, procedures, and regulatory requirements.
• Oversee daily operations: cash/vault/ATM balancing, night depository, dual control, and large item verification.
• Review and approve account documentation; monitor operational risk (e.g., error rates).
• Partner with Branch Manager on staffing, productivity, and workflow improvements.
• Support audits: maintain ratings, remediate findings, and implement QA improvements.
• Support security, facilities, asset protection, and lead/participate in operations meetings.

Teller Line & Transaction Processing

• Process transactions (deposits, withdrawals, loan payments, check cashing, wires, cashier's checks, stop payments, ATM/mail/merchant items).
• Ensure balancing accuracy, proper documentation, and control compliance.
• Assist customers with safe deposit access, digital banking, and account inquiries.
• Support CSR duties during staffing gaps.

Branch Operations Supervision (Day-to-Day)

• Support operations staff, teller line, and CSR performance to minimize losses.
• Conduct daily reviews of transactions and documentation.
• Ensure compliance with policies, regulations, and service standards.
• Assist with workforce planning and scheduling; act as backup for BOM.

Account Maintenance & Service Support

• Support account lifecycle (opening, maintenance, renewal, closure), card services, and customer updates.
• Ensure accuracy and compliance of all customer documentation.

2. Customer Service & Sales (25%)

• Support and coach branch staff to exceed expectations in:

• Accuracy, efficiency, professionalism, and service quality

• Resolve escalated customer issues and ensure timely resolution.

• Lead by example in delivering superior customer service.

• Support relationship growth and sales through:

• Needs-based selling and referrals

• Cross-selling consumer and commercial products

• Identifying opportunities across partners (CRE, C&I, PCM, MLO, Investments)

• Promote consistent service excellence across branches when providing float coverage.

5. Leadership, Training & Staff Development (20%)

• Coach, and mentor Customer Service Representatives and tellers.

• Provide training on:

• Systems and procedures

• Compliance and risk controls

• Customer service and sales practices

• Support onboarding and development of new hires.

• Ensure timely completion of all required training (BSA, compliance, operations).

• Serve as a floating trainer and subject matter expert across multiple branches.

• Reinforce operational discipline and recommend process improvements.

6. Compliance & Risk Management (15%)

• Ensure full compliance with applicable regulations, including: BSA/AML, CIP, CDD, KYC

• Oversee and/or perform:

• CTR filings

• Suspicious activity monitoring

• Audit documentation and reporting

• Maintain strong internal controls to reduce risk and prevent loss.

OTHER RESPONSIBILITIES:

• 50-75% Travel between branch locations to provide coverage, operational and training support.
• Support branch and market initiatives and operational improvement projects.
• Perform all duties in alignment with Bank policies and regulatory requirements.
• Complete all required compliance training in a timely manner.
• Perform all assigned duties under Bank's compliance programs and related laws & regulations.
• Perform related duties, as required, for the training and development purpose.
• Successfully complete all mandatory training on related Bank and BSA compliance as well as other laws and regulations as assigned in a timely manner.
• Perform other duties as assigned.

Education, Experience and Skills Required:

• 3-5 years of branch banking experience, including:

• 2+ years in operations

• Strong experience in:

• Teller operations and transactional processing

• Branch operations

• Staff supervision and training

• Thorough knowledge of:

• Banking regulations (BSA/AML, CIP, CDD, KYC)

• Audit procedures and internal controls

• Branch systems and operational workflows

• Demonstrated leadership, coaching, and problem-solving skills

• Strong customer service and relationship management capabilities

• Detail-oriented with strong risk awareness

• Proficient in Microsoft Office and banking platforms

• Bachelor's degree preferred or equivalent of banking experience

• Bilingual in English and Chinese (Mandarin preferred) is a plus

PHYSICAL DEMANDS:

• Minimum mobility to work in an office setting; sit for prolonged period of times; operate office equipment including use of a computer keyboard; and reach with hands and arms. Employees are occasionally required to walk and stand and lift and move records and documents weighing 30 pounds or less.

COMMUNICATION DEMANDS:

• Attention to detail, strong organizational, communication, interpersonal, self-motivated, and analytical skills, ability to interact with all levels of management and staff.

WORK ENVIRONMENT:

• Standard office environment. Noise level in work environment is usually average. Hear in the normal audio range with or without correction. Specific vision abilities required by this job include close vision and the ability to adjust focus.

COMPENSATION

The base pay range for this position is USD $26/Hr. - USD $30/Hr plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location