Universal Banker at New Horizon Bank-National Association – Norfolk, Virginia

At New Horizon, we’re building a bank that runs on grit, speed, and execution. We move fast, challenge assumptions, and obsess over doing things better — for our clients and for each other. This isn’t a place for red tape; it’s a place for builders. From product design to client experience to operations, we’re constantly pushing for sharper thinking and smarter solutions. Our team is made up of passionate individuals who share a relentless drive to enhance our services and deliver exceptional experiences. If you’re energized by momentum, motivated by results, and excited to shape the future of banking, you’ll feel right at home here.

General Job Summary:

New Horizon Bank is seeking a dynamic professional to serve as our Universal Banker at the Norfolk Location (ICON Building). This role plays a pivotal part in advancing the bank’s client experience strategy, providing personalized, high-touch service that reflects the sophistication and care of New Horizon Bank’s brand.

As the first point of contact for clients and callers, this individual sets the tone for every interaction—whether over the phone, in person, or through appointment-based premier banking. The Universal Banker ensures that each engagement is handled with professionalism, warmth, and attentiveness, creating an experience that deepens relationships and reinforces client loyalty.

This position also serves as a founding contributor to the Universal Banking program, helping to define service protocols, coordinate client appointments, and deliver a seamless, relationship-driven experience for premium and high-value clients. By partnering closely with leadership and cross-functional teams, this role helps shape the standards that will distinguish New Horizon Bank’s client experience across all future locations.

Essential Duties and Responsibilities:

Client Experience

• Serve as the voice of the bank, answering incoming calls, resolving account-related inquiries when possible, and routing clients to the appropriate department.
• Act as a relationship ambassador, ensuring each client receives professional, solution-oriented, and welcoming experience.
• Collect client feedback and share insights with leadership to continuously enhance the client experience and inform the development of future concierge operations.
• Serve as a point of contact for select client inquiries, resolving issues promptly and professionally.
• Deliver “surprise and delight” touches—such as personal notes, gifts, or follow-ups for clients and board members.
• Collaborate with the Marketing team to plan and execute client appreciation events, employee functions, and community sponsorships.
• Capture and route leads from events to the appropriate bankers, ensuring timely follow-up and relationship development.

Premier Banking

• Provide premier level banking services, assisting clients with account setup, digital banking, product education, and teller transactions.
• Manage appointment scheduling, ensuring a seamless and organized process for both clients and bankers.
• Open, maintain, and service deposit accounts with exceptional care and attention to detail.
• Serve as the primary point of contact for coordinating client visits to the Universal Banking Center.
• Partner with leadership to develop and refine protocols, standards, and best practices for premier banking delivery.
• Assist in onboarding and training future Universal Bankers, serving as a role model or white-glove service and relationship excellence.

Universal Banking & Relationship Support

• Partner with Treasury Management and Commercial Banking teams to open new accounts, onboard new clients, coordinate implementations, and ensure ongoing support.
• Provide additional support to retail branches and banking teams as needed to maintain consistency in service and delivery across the bank.

Office Management

• Greet and direct visitors, creating a professional and welcoming environment for all guests.
• Oversee office reception, manage supply inventory, and coordinate with IT, Facilities, and vendors as needed.
• Ensure the office operates efficiently and reflects the professionalism and brand standards of New Horizon Bank.

Required Knowledge, Skills, and Abilities:

• Demonstrated ability to deliver exceptional client service and build lasting relationships.
• Strong organizational and multitasking skills, with the ability to manage appointments and client scheduling.
• Excellent verbal and written communication skills, with a polished and professional phone presence.
• Proven ability to handle multiple priorities with professionalism and discretion.

Education and Experience:

• High school diploma required; college coursework or degree preferred.

• Minimum of 2 years of Universal Banker experience, preferably within a community banking environment.