New Peoples Bank
Job Type:
Description:
Non-Exempt
PRIMARY PURPOSE
This is responsible work in providing administrative and clerical support to the commercial banking group and customer service support to the retail branch office. The employee responds to customer concerns, requests, and facilitates monetary requests, both loans and deposits and is responsible for some customer services duties, sales, and relationship management. Performance of the duties requires excellent organization, typing, filing, and customer service skills.
ESSENTIAL FUNCTIONS
1. Demonstrate a helpful, professional, friendly attitude at all times and commitment to the high customer service standards expected at New Peoples Bank.
2. Provides administrative support and assistance for all aspects of the lending and deposit process.
3. Inputs customer financial information into the necessary system.
4. Prepares and assists in the loan closing process as requested.
5. Compiles loan files to ensure proper order and accuracy of documents, verifying all documents have been properly executed and recorded.
6. Compiles and scans all commercial loan documents to the appropriate department in accordance with proper procedures.
7. Assists Loan Officer with conducting daily collection efforts on past due loans.
8. Focuses on overall bank relationship for customers to include deposit and loan relationships while maintaining positive and professional customer relationships.
9. Maintains existing loan portfolio for Commercial Loan Officer in an administrative capacity to include managing and minimizing loan exceptions, past due loan balances, and updating loan portfolios with current loan information.
10. Assists other bank managers with administrative duties as assigned.
11. Performs related duties and responsibilities as required and assigned.
12. Identify and match customer product needs with New Peoples Bank products and services by interviewing customers and discussing their financial needs including making referrals to other staff members and departments to ensure customer needs are met.
13. Service customers by processing a variety of transactions quickly with minimal or no errors according to established New Peoples Bank policies and procedures; including but not limited to 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.
14. Issues cashier checks, processes coins, and orders customer checks according to New Peoples Bank policies and procedures; assessing appropriate fees for all services.
15. Verify all transactions, place holds as appropriate and proof cash drawer upon completion of assigned shift to ensure compliance with New Peoples Bank standards policies. Seeks assistance as needed to resolve proof discrepancies.
16. Handle customer complaints or questions and determine whether manager input is needed.
17. Research, correct and re-issue new debit cards for customers with unauthorized transactions or lost/stolen cards including PIN re-issue in adherence to New Peoples Bank policies and procedures including accurate filing of necessary paperwork.
18. Complete holds and stop payment forms for checking and savings accounts as requested.
19. Assist customers with ITM related issues.
20. Participate in all meetings, bank functions and customer appreciation/community involvement functions as requested/assigned by supervisor.
21. Work in a team setting on various projects including employee contests, sales programs, etc.
22. Pursue personal development opportunities to improve knowledge as it relates to the position, compliance, and the Bank in general.
23. Maintain customer confidentiality in accordance with New Peoples Bank policies.
24. 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 New Peoples Bank products and services. Invite customer respect by demonstrating product and service knowledge and engaging customers around the benefits of using them.