Personal Banker
Oxford Bank, Lansing, MI, United States
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
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
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
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.
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.
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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 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
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
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.
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.
#J-18808-Ljbffr