Personal Banker

The Person al Banker is the face of Oxford Bank and will act as the primary customer contact within each branch. Personal Bankers of all levels will be lead team members in building and managing lifelong relationships with both consumer and business clients. Personal Bankers demonstrate a genuine interest in their customers and ask questions to understand financial needs and priorities.

Personal Bankers will be product knowledge experts and understand the functions of all lines of business at Oxford Bank. Personal Bankers present options to clients to make their banking easy and convenient, ensuring the needs of the client always come first. Cultivating strong relationships will come through by recommending products, services and processing all transaction types. Personal Bankers have a genuine interest in learning and understanding client financial goals, both short and long term.

Personal Bankers proactively contact customers by phone to follow up on client satisfaction, build relationships, and address any additional financial needs. Solutions to help customers will be directly recommended and implemented by the Personal Banker or bank experts/partners. The Person al Banker is the primary manager for customer relationships, is empowered and responsible to ensure bank partners provide excellent service and solutions to help the customer reach their goals.

Special emphasis is placed on assisting customers with more complex needs such as personal financial reviews, lending services, small business needs, investments, and retirement.

Primary Responsibilities

Put customers at the center of everything you do

Display a friendly, positive attitude when serving both internal and external customers

Build relationships with customers that go beyond one interaction

Focus on customer long-term financial needs

Engage customers in meaningful financial conversations that include understanding what’s important to them

Inform customers of appropriate options available to help achieve financial goals

Proactively follow up with customers on commitments, satisfaction, and ongoing financial conversations to build lifelong relationships

Earn customer trust

Demonstrate awareness and respect for customers’ time by ensuring all interactions are efficient and accurate

Follow all policies and procedures required to maintain accuracy, manage risk, prevent fraud, and protect customers

Resolve customer complaints and concerns

Execute problem resolution steps in compliance with Oxford Bank protocols

Listen carefully to customers, displaying empathy for any situation

Take ownership of the issue and follow up to ensure the issue is resolved

Possess strong character and values

Follow Oxford Bank Cultural Values (Core Values); see attached Culture Book

Exhibit a high degree of integrity, trustworthiness and professionalism, all the time

Manage risk by maintaining appropriate controls to ensure operational integrity and compliance with applicable regulations, policy requirements and audit procedures

Embrace the opportunity to learn

Learn the features, fees and benefits of products and services that help meet customer needs

Seek opportunities for self-guided learning and embrace coaching and feedback from fellow team members

Work effectively with a diverse team

Lead by example to create an inclusive and professional environment where all team members are treated with respect and diversity is valued

Demonstrate genuine care for every team member, taking the initiative to assist others

Participate in meetings and share ideas to help achieve team objectives

Additional position requirements

Cash handling; process teller transactions, vault duties, ITM/ATM assistance

Operational excellence and internal/operational audit responsibilities

Open and Close accounts, account servicing and maintenance, and routine bank transactions

Any other tasks as needed and assigned by management

Accountable for maintaining performance standards, branch goals, and to contribute to the overall growth objectives of the branch and the bank (Goals are established and reviewed on an annual basis)

Technical Skills

Knowledge and experience with bank computer and core operating system…