Personal Banker

About this role

Job Purpose

The Personal Banker serves as a dedicated point of contact for assigned Premium Banking clients, providing personalized support and resolving complex or non-standard requests that fall outside standard Priority Customer Support procedures.

The role is focused on delivering a seamless, responsive, and personalized banking experience, maintaining client satisfaction, strengthening client relationships, and supporting client retention. During the initial stage of the Dedicated Service launch, the position does not include direct sales targets.

Key Responsibilities

Client Request Ownership

- Accept complex and non-standard client requests escalated by Priority Customer Support (PCS).

- Take full ownership of each assigned request from initial receipt through final resolution.

- Remain the client’s single point of contact, including when other teams are involved.

- Maintain ownership of escalated requests through resolution and prevent unnecessary transfers between teams. A case may be returned or reassigned only when it was misrouted, lacks information required for acceptance, or falls outside the PB’s defined scope or authority. In such cases, the PB must document the reason for the handoff, identify the correct case owner, transfer the complete case history and supporting information, and obtain confirmation that the receiving team has accepted ownership. The PB remains responsible for client communication until the handoff is formally accepted.

Personalized Client Service

- Provide personalized, professional, and empathetic support tailored to each client’s circumstances.

- Review the complete communication and case history before contacting the client.

- Avoid asking clients to repeat information already provided to the Bank.

- Ask only relevant clarification questions required to resolve the request.

- Communicate complex banking matters clearly and in language that is easy for the client to understand.

- Identify early signs of dissatisfaction or potential attrition and take appropriate retention actions.

Complaint and Complex Case Management

- Handle complaints related to bank errors, disputed or unexplained charges, service quality, delays, and other exceptional situations.

- Investigate the root cause of each issue and coordinate corrective action.

- De-escalate difficult client situations while protecting the interests of both the client and the Bank.

- Ensure that agreed solutions are implemented and confirmed with the client.

- Identify recurring service issues and provide feedback to the relevant teams for process improvement.

Internal Coordination and Escalation

· Engage relevant Bank teams and employees in accordance with the approved RACI, escalation matrix, and delegated-authority matrix. These governance documents must define accountable case owners, permitted escalation routes, decision rights, approval limits, and handoff requirements. The PB may not make decisions, issue instructions, or approve actions beyond the authority formally delegated to the role.

- Coordinate directly with Operations, Back Office, Product, Compliance, Relationship Management, and other relevant teams.

- Escalate unresolved issues to the appropriate decision-makers in a timely and structured manner.

- Maintain ownership of the client communication and final outcome even when resolution depends on another department.

- Follow up proactively with internal stakeholders until the required action is completed.

Relationship Support

- Conduct an introductory call with newly assigned clients and coordinate Relationship Manager participation where appropriate.

· Identify clients’ interest in deposits, investments, or placing additional funds and refer such opportunities to the assigned Relationship Manager, where applicable.

- Where no Relationship Manager is assigned, provide the client with appropriate information and assistance within the Personal Banker’s authority.

- Proactively notify clients about relevant service updates, changes, or issues that may affect them.

Case Management and Compliance

- Maintain complete, accurate, and timely case records in the CRM system.

- Document client communications, agreed actions, internal escalations, and final resolutions.

- Protect client confidentiality and comply with data privacy, information security, and banking requirements.

- Follow applicable Bank policies, procedures, regulatory requirements, and escalation protocols.

- Ensure that client commitments and service deadlines are monitored and fulfilled.

Decision-Making Authority

The Personal Banker is authorized to:

- Engage any Bank team or employee required to support the resolution of a client request.

- Coordinate cross-functional actions and request updates from responsible stakeholders.

- Escalate cases to the appropriate level of management when standard processes do not provide an effective solution.

- Determine the appropriate resolution path for non-standard cases within established Bank policies and delegated authority.

The Personal Banker remains accountable for coordinating the case and communicating the outcome to the client, regardless of which internal team performs the required action.

Key Working Relationships

- Priority Customer Support

- Relationship Managers

- Operations and Back Office teams

- Product teams

- Compliance and Risk teams

- Payments and Transaction Operations

- Other relevant Bank employees and decision-makers

- Proactively notify the client if resolution requires additional time and provide a clear next update.

- Maintain continuity of communication throughout the case.

Required Knowledge and Skills

- Strong knowledge of core banking products, including deposits, loans, credit cards, and related services.

- Understanding of domestic, external, international, and foreign-currency transfers.

- Knowledge of banking operations and interaction with Back Office…