Personal Banker Job Description - Retail Banking Role

The Personal Banker role is a customer-facing retail banking position for candidates with strong customer service, cash handling and sales skills. Applicants should be comfortable advising customers on everyday banking needs, processing transactions accurately and working to compliance standards. This role suits organised individuals who can build relationships, identify customer needs and support branch objectives.

Personal Banker Job Profile

The Personal Banker provides frontline financial services to retail customers, delivering account servicing, product information and transactional support. The role aims to meet customer needs through effective advice, accurate processing and appropriate referrals to specialist services.

Personal Bankers contribute to branch performance by developing customer relationships, maintaining accurate records and ensuring adherence to regulatory and internal control requirements. The position requires a blend of service orientation, sales capability and operational discipline.

Personal Banker Job Description

In day-to-day work the Personal Banker greets customers, handles deposits and withdrawals, opens and maintains accounts, and processes payments and transfers. The role involves explaining product features such as savings, current accounts, debit and credit cards, and making appropriate recommendations based on customer circumstances. Accurate documentation and strict adherence to KYC and anti-money laundering requirements are essential.

Personal Bankers are expected to achieve service and sales objectives while maintaining high levels of customer satisfaction. The role operates in a branch environment with regular face-to-face interaction and requires collaboration with colleagues and referral of complex enquiries to specialist teams. Routine administrative tasks and reconciliations form part of the operational duties.

The role demands professional conduct, confidentiality and the ability to respond to customer queries and complaints promptly. Continuous learning and compliance with policy updates are expected to ensure safe and effective delivery of banking services.

Personal Banker: Duties and Responsibilities

• Welcome customers and assess their immediate banking needs in a professional manner
• Open, maintain and close retail deposit and current accounts following verification procedures
• Process cash and non-cash transactions accurately including deposits, withdrawals and transfers
• Provide clear, compliant explanations of products and services and recommend suitable options
• Meet assigned service and sales targets through needs-based conversations and referrals
• Complete customer identification and due diligence checks in line with KYC and AML policies
• Handle customer enquiries and resolve routine complaints or escalate complex issues appropriately
• Ensure all documentation is accurate, up to date and filed according to policy
• Perform daily till reconciliations and balance checks and report discrepancies promptly
• Refer customers to mortgage, lending, investment or specialist teams as required
• Promote and support digital banking adoption and explain online service features to customers
• Maintain confidentiality of customer information and safeguard assets and information
• Contribute to branch compliance, risk management and audit activities as required
• Participate in training and development to keep product knowledge and regulatory awareness current

Personal Banker: Requirements and Qualifications

• Minimum of GCSEs or equivalent, including English and Mathematics, or relevant vocational qualification
• Previous experience in retail banking, customer service or cash handling roles preferred
• Knowledge of basic banking products, account types and everyday financial services
• Awareness of KYC, AML and data protection principles and ability to apply them consistently
• Strong communication and interpersonal skills with a customer-focused approach
• Good numeracy and attention to detail to ensure accurate transaction processing
• Sales orientation with ability to identify customer needs and make appropriate recommendations
• Organisational skills and the ability to manage competing tasks in a busy branch environment
• Integrity, discretion and a commitment to maintaining customer confidentiality
• Basic IT literacy for record keeping and use of internal systems without specialist software names
• Problem-solving skills and the capacity to escalate issues when necessary
• Flexible attitude to work and willingness to participate in ongoing training and compliance updates