Bank of Hope
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at Bank of Hope
Job Status: Full Time
Job Reference #: ad7135c9-23d8-486e-96b6-9565ecf65cfb
Responsibilities & Duties•Achieves and exceeds individual and branch sales and service targets through performance management of sales associates, weekly sales, and service meetings with branch staff •Markets new and existing products and services, new business sales, referrals, and maintains retention of account relationships, while exceeding customer expectations and minimizing expenses •Collaborates with business partners when selling financial service products based on the customers’ needs and makes any necessary referrals to the appropriate specialist. •Effectively maximizes employee productivity, manages staff, and establishes the best sales and service practices at the branch through leadership, coaching, training, delegating work, development, supervision, communication, assessments, and corrective action to staff. •Provides exceptional customer service that concurrently promotes a sales and service culture through educating customers, guidance, and staff motivation.•On a daily basis, uses working knowledge of the Bank’s existing policies and procedures, security program, services and products offered to the public, and employment practices to be current in industry trends•Ensures that compliance requirements are met, and gains credibility with staff and customers.•Ensures that the branch projects a professional and neat appearance at all times, including the effective use of approved merchandising and marketing materials. •Works with staff to create effective promotions, contests, etc., to stimulate sales and customer appreciation. •Resolves customer complaints and concerns in a satisfactory and timely manner. •Works effectively with the Service Manager and other departments to resolve any and all operational and staff issues in a timely manner. •Oversees the Service Manager in monitoring performance against budget and efficient workflow. •Ensures that the branch maintains a good audit rating and that the branch is running in a safe, sound, and compliant manner. •Reviews reports to ensure production goals are met. •Ensures teamwork within the branch. •Encourages community involvements to generate business and meet CRA requirements. •Manages sales staff in meeting goals ensuring all new loans and deposits meet bank policies and credit requirements. •With the Operations Manager, ensures that operational and training meetings are held, as needed, such that staff is aware of regulatory compliance issues, policies and procedures, and all relevant information. •Performs any and all other duties deemed necessary and reasonable to the running of a retail branch operations in a sales and service environment. RequirementsKnowledge, Skills Abilities Required•Communication Skills:oExcellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.oAbility to respond effectively to the most sensitive inquiries or customer complaints. oAbility to make effective and persuasive speeches and presentations on controversial or complex topics to top management, employees, regulators, or board members.•Reasoning Skills:oExcellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions. oAbility to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. •Computer Skills:oAccurate typing/keyboarding skills; basic computer skills, including the use of word processing, spreadsheet software applications, and e-mail.•Management Skills:oAbility to demonstrate a high level of ethical behavior and follow the Code of Conduct. oOrganizational ability with strong supervisory and management skills.oAbility to remain flexible in order to adapt to changes in the work environment. oAbility to study and apply new information. oAbility to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills. oAbility to work accurately with close attention to detail. oAbility to maintain confidentiality of sensitive information. oAbility to work with co-workers, customers, and outside agencies professionally and tactfully. oPossess a work ethic that includes neatness, punctuality, and accuracy. oExhibit a professional, businesslike appearance and demeanor. oSupervise and monitor staff for successful operations and proper customer service. oThe Branch Manager is also responsible for establishing controls that incorporate: Segregation of duties and appropriate supervision oTransaction reconciliation oReview and clearing of exception items and conditions oReview of regularly occurring functions and reports oReporting of discrepancies in operating functions or generated reportsoProtection and security of equipment, software and confidential data oMaintaining adequate environmental controls oMonitoring and maintaining control over the use of laptop computers •The Branch Manager is also responsible for:oAdequate staff training on the appropriate use of systems, handling of diskettes and media, security policies and protection of confidential informationoPeriodic review of adherence to established security controlsJob Qualifications/Requirements•Minimum seven years of experience in banking and five years of experience in a management position.•Ability to analyze and organize financial information and perform complex financial calculations.•Detailed knowledge of banking regulations and laws; compliance documentation, and reporting requirements. •Ability to present a professional image in dealing with customers as well as external representatives and interdepartmental colleagues.•BILINGUAL CHINESE REQUIRED