Personal Banker jobs in New Zealand

What does a Personal Banker do?

A Personal Banker provides effective customer service and support to new and existing clients. This includes offering expert advice about bank products and services which meet their needs. Cross-selling, building relationships, and ensuring organisational objectives are achieved are among daily tasks of a Personal Banker.

What skills does a Personal Banker need to have?

The role of a Personal Banker is multifaceted with customer service, administration and sales being the main components. Strong communication, conflict resolution and time management skills are essential to perform all required duties effectively.

Customer Service

Comprehensive knowledge of banking products and services is crucial. This includes but is not limited to everyday accounts, term deposits, credit cards, personal loans, home loans, overdrafts, insurance, super, and foreign exchange. Application of such knowledge is used when dealing with both new and existing customers. A Personal Banker must be an active listener that is able to quickly establish the needs of the customer and determine the most appropriate course of action. Strong communication and conflict resolution skills will help provide an enhanced customer experience. Empathy, patience, resilience, and a good memory are character traits of Personal Bankers who can successfully succeed in this area.

Administration

Reviewing documentation, filing, scanning, data entry, account maintenance, and reporting are part of a long list of administrative duties that a Personal Banker may be required to complete. This may be directly with a customer or in an indirect environment. Administrative duties such as data entry, processing loan applications and updating customer contact details require a great attention to detail. A Personal Banker should be capable of multitasking, prioritising, and managing time effectively. This ensures that errors are kept to a minimum and all KPI’s are attained.

Sales

Many Personal Banker roles will have sales target and KPI’s. Depending on the role, this may relate to new accounts or applications. With respect to existing customers, the focus is primarily on retaining them with one eye on cross-sell additional products and services. A comprehensive understanding on the offering is assumed with any experience relating to the sales cycle beneficial. Those who can display a keen interest in the banking and financial services industry will be well positioned.

Personal Banker job responsibilities

Provide effective customer service and expert financial advice through a range of channels including phone, email, live chat and database systems
Build long-term relationships and drive sales activity by informing customers of the available bank products which meet their financial needs
Educate customers on the effective ways and channels in which they can bank
Drive cross-selling opportunities and track conversions
Conduct outbound calls to promote and sell products and services
Process applications on savings accounts, personal loans and credit cards
Handle customer complaints in an effective and timely manner
Update account information of clients and perform other administrative duties
Forward on any enquiries to the relevant department such as mortgage enquiries to the mortgage specialist
Display sound communication and effective conflict resolution skills

Skills and experience employers are looking for

Most Personal Bankers will have a formal qualification in finance or a business-related area such as accounting. Employers are also looking for industry experience and candidates who possess the following core and technical skills:

Core Skills

Strong communication skills
Excellent organisational and time management skills
Conflict resolution

Technical Skills

Comprehensive knowledge of banking products, policies, and procedures
Proficiency with banking computer systems and software programs

Core Skills

Strong communication and interpersonal skills are key characteristics of a Personal Banker. Actively listening to customers allows a Personal Banker to quickly determine the most suitable products and services that they may require. It is also pivotal in building strong relationships with customers and organisational stakeholders. Those will the ability to effectively communicate through multiple mediums including phone, email and in person, will be looked at favourably.

The role of a Personal Banker is broken up into customer service, administration, and sales. Having several responsibilities highlights the need to be well organised and effective in time management. Being able to multitask and prioritise work contribute to the success of a Personal Banker. You may be required to handle multiple requests from different clients at any given time. This may include providing information on products to opening new accounts or processing an application. As a result, employers are seeking Personal Bankers who can perform well when placed under pressure.

Experience in conflict resolution is a genuine advantage. Active listening and the ability to empathise help resolve customer complaints in a timely manner. A comprehensive awareness of banking policies and procedures place a Personal Banker in the ideal position to provide the appropriate response to a customer query or complaint. Conflict resolution is a talent that will not be overlooked by employers.

Technical Skills

One of the expectations is that a Personal Banker will have a complete understanding of the product offering. You will need to be aware of the current products and services that are available, along with the release of new items and promotions. A Personal Banker should also be conscious of the current state of the marketplace, in particular direct competitors. Employers consider this beneficial as customers regularly refer to competitor offers.

What type of employers hire a Personal Banker?

Retail and Commercial Banks – As the name suggests, most Personal Bankers will work in the banking industry. Most of the roles will be similar with a focus on customer service, administration and sales.

Financial Services – Personal Bankers could also work for other financial institutions such as credit unions and lending firms.

Personal Banker qualifications

Those with a Bachelor’s Degree in finance, business or accounting will be viewed upon favourably
Previous industry experience in the banking sector
Experience in consumer lending Customer service experience
Proficiency in MS Office
Knowledge of banking systems and software

How much does a Personal Banker earn?

There is strong earnings potential within the banking sector, with strong career progression a drawcard for those starting out as Personal Bankers. For our latest guide on typical earnings as a Personal Banker, please refer to our Hays Salary Guide.

How to become a Personal Banker in New Zealand

Bachelor’s Degree in finance, business, accounting or similar will be advantageous
Industry experience within banking or finance will be beneficial
Work on your core skills, especially communication, time management and conflict resolution.
Experience using banking software such as Oracle and CRM platforms.
Proficiency in Microsoft Office.

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