Customer Relationship Manager

4 weeks ago

Oakland, California, United States Oxford Bank Full time
Job Description

The Customer Relationship Manager at Oxford Bank is responsible for building and maintaining lifelong relationships with clients. This role requires a genuine interest in understanding customers' financial needs and priorities. The ideal candidate will be a product knowledge expert, able to present options to clients to make their banking easy and convenient. Key responsibilities include:

  • 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

Oxford Bank offers a range of benefits to its employees, including health and welfare benefits, employee wellness programs, employee tuition assistance, and a 401(k) retirement plan with company match. The bank also offers paid time off and paid holidays. If you are a motivated and customer-focused individual who is passionate about building lifelong relationships with clients, we encourage you to apply for this exciting opportunity.

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