Relationship Banker

About the role

This position serves our Gate City office and is responsible for customer service duties, sales, and relationship management while reaching established goals. The role involves applying New Peoples Bank delivery processes and product knowledge to develop customer relationships.

Essential Functions

• Maintain basic knowledge of all New Peoples Bank products, services, procedures, policies and appropriate regulatory issues including but not limited to: Bank Secrecy Act; Privacy; Fair Lending; Regulation E; deposit, transaction and loan accounts
• Demonstrate a helpful, professional, friendly attitude at all times and commitment to high customer service standards
• Serve as customers' single point of contact on all New Peoples Bank products and services
• Identify and match customer product needs with bank products and services by interviewing customers and discussing their financial needs, including making referrals to other staff members and departments
• Meet performance goals and actively participate in all sales campaigns
• Retain existing customers and develop new customer relationships
• Implement all sales strategies, including new products and services developed by management
• Service customers by processing a variety of transactions quickly with minimal or no errors according to established policies and procedures, including: accepting checks for cash and deposit; processing payments for loans and other services; maintaining logs and processing "subject to count" and mailed deposits; completing incoming and outgoing wire documentation
• Issue cashier checks, process coin, and order customer checks according to bank policies and procedures; assess appropriate fees for all services
• Verify all transactions, place holds as appropriate and proof cash drawer upon completion of assigned shift; seek assistance as needed to resolve proof discrepancies
• Assist with night deposit procedures daily
• Redeem savings bonds, setting up tax addenda appropriately
• Adhere to all Bank safe deposit box operational procedures, accept and process safe deposit box payments and update customer accounts accordingly
• Handle customer complaints or questions and determine whether manager input is needed
• Research, correct and re-issue new debit cards for customers with unauthorized transactions or lost/stolen cards including PIN re-issue with accurate filing of necessary paperwork
• Complete holds and stop payment forms for checking and savings accounts as requested
• Assist customers with ITM related issues
• Follow proper procedures accurately and efficiently for all customer-servicing activities
• Perform security function by opening and closing bank and vault, and ensuring overall safety and security of bank grounds
• Perform Vault Custodian duties, as needed
• Participate in all meetings, bank functions and customer appreciation/community involvement functions as requested/assigned
• Work in a team setting on various projects including employee contests, sales programs, etc.
• Adhere to established standards and policies and procedures
• Deliver strong community visibility
• Provide assistance to lending personnel with related duties
• Be familiar with all security procedures and equipment
• Pursue personal development opportunities to improve knowledge as it relates to the position, compliance, and the Bank in general
• Maintain customer confidentiality in accordance with bank policies
• Regularly refresh knowledge of and familiarity with online, mobile, electronic and traditional products and services
• Regularly practice/rehearse customer conversation and engagement skills around the entire suite of bank products and services
• Invite customer respect by demonstrating product and service knowledge and engaging customers around the benefits of using them

Requirements

• High school diploma or general education degree (GED)
• Less than one year of teller experience; or an equivalent combination of education, training, and experience which provides the required knowledge and abilities
• Bachelor's degree from four-year college or university preferred
• One year of business or retail experience required
• Must successfully complete required training

Key Competencies

• Knowledge of the general operations and procedures of New Peoples Bank
• Ability to meet and deal tactfully and courteously with the staff and general public
• Ability to establish and maintain effective working relationships with coworkers, contractors, the general public, customers, and local, state, and federal officials
• Ability to communicate with people from a broad range of socioeconomic backgrounds
• Passion for customer service
• Professional etiquette
• Excellent verbal and written communication skills
• Proven sales skills
• Working knowledge of Microsoft Office products
• Ability to master job specific software and hardware components

Pay

$16.00 to $20.80 / hour