In Virtual Banking we have an obsession for taking care of our customers and employees and making them feel welcomed and valued by building lasting relationships, doing the right thing, exceeding expectations and having a strong commitment to their financial needs.
As a Virtual Banking Site Lead within the Virtual Bank team you will manage a team of Virtual Banking Managers, ensuring the site(s) meets and exceeds customer expectations and help create a customer obsessed culture. You will focus on strategizes and sales behaviors that help deepen relationships with clients across multiple channels, drive one chase partnerships, develop and coach Virtual Branch Managers, while overseeing the management of the team. You will also play a key role in ensuring our Customer Promise comes to life for our clients. You will help acknowledge who our customers are and what’s most important to them. You will make it easy to bank and invest when, where and how our customers want. You will also help give access to solutions, strategies, and expertise when our customers need them. As a successful Virtual Banking Site Lead you will create a culture of excellence and an environment that meets a high standard of customer and employee experience and excellence within the team by building deep relationships and delivering an exceptional customer experience.
Job Responsibilities
- Manages and coaches Virtual Banking Managers on best practice techniques for coaching, reviewing business, and ensuring compliance
- Recruits, retain, and develop excellent talent to be customer-obsessed
- Encourages partnerships between Virtual Bank and One Chase Partners to give our customers access to solutions, strategies and expertise to give our customers one place to meet all of their financial needs.
- Addresses any escalated client issues promptly and effectively
- Creates an environment where employees feel valued, supported, and able to achieve career growth
- Develops strategy to achieve key operational metrics including calls, meetings, referrals, customer experience, risk/control compliance and other leading indicators
- Connects with other market leaders (Community, Branch Managers, Market Director, Etc) to ensure we are active partners who are exploring ways to grow the business
- Has a passion for our customers which results in all our employees meeting and exceeding our customer expectations and creating a customer obsessed culture.
- Ensures that all Virtual Bank Managers are effectively mitigating risk and remaining in compliance to guarantee a safe banking experience for clients
- Conducts detailed business reviews to deep dive into results
- Deploys resources to optimize team performance while being a visionary who influences the use of technology to meet the customers’ needs of today and the future.
Required qualifications, capabilities and skills
- 5+ years of Branch, Sales, Consumer Banking management or other related leadership experience
- Proven track record of coaching and developing high performing sales teams
- Demonstrates ability to build relationships and proactively collaborate with all other areas of Consumer Community Banking
- Is proactive; takes initiative to identify solutions, has entrepreneurial business spirit and executes with a sense of urgency
- Creates a climate in which people want to do their best; motivates and empowers others by inviting input from each person and sharing ownership and visibility
- Ability to set the tone of commitment to diversity opportunity and inclusion
- Ability to effectively partner in person and across a multi-site organization and implement training
- Effectively prioritizes, multi-tasks, and plans and executes business growth strategy
- Ability to translate knowledge of banking and engagement best practices for execution of growth strategy
- Consumer/commercial credit knowledge; Understanding of financial planning and customer life cycle
- Strong commitment to upholding a sound risk and controls environment while pursuing and creating a customer centric organization
Preferred Qualifications, Capabilities, and Skills
- Bachelor of Arts/ Bachelor of Science degree
“This role is not eligible for immigration sponsorship”
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans