Branch Support Lead

CTBC Bank Corp USA•Temple City, CA

9d•$26 - $30•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Bachelor’s degree preferred or equivalent of banking experience
Bilingual in English and Chinese (Mandarin preferred) is a plus

Responsibilities

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