Personal Banker

Job Summary

The Personal 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 Personal 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
• Possess strong customer service skills
• 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 requirements, compliance and security. Basic PC skills to include working knowledge of Microsoft Office Applications, Word, Excel, Adobe, PowerPoint, DocuSign

Education and Experience

• 3 + years of customer service experience preferred
• 2 + years of banking experience preferred
• Bachelor's degree and/or higher education preferred

Eligible Team Members of Oxford Bank enjoy the following benefits:

• Health and welfare benefits, including medical, dental, vision, life, FSA and disability.
• Employee Wellness Program
• Employee Tuition Assistance Program
• 401(k) Retirement Plan with Company Match: Our 401(k) plan provides a wide range of investment options.
• Paid Time Off: Our PTO policy provides team members with paid time off from work for vacation, personal business and sick time.
• Paid Holidays: Ten paid holidays annually.

Additional Information

Department: Personal Banking • Reports to: Branch Manager • Travel: None - may be asked to help at other branch locations occasionally

Hours of work: Monday through Friday work hours with chance of Saturday rotation hours as needed for possible appointments.

Classification: Non-exempt • Employment Type: Full-time • Supervises: None

"Oxford Bank is an equal opportunity employer and is committed to providing equal employment opportunities and an environment free of discrimination and harassment. All employment decisions at Oxford Bank are made without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status."