By Emily Sutton
Contributing Writer
Banks understand that investments today yield returns down the road. At BankNewport, that investment starts with its employees. And the payoff is superb customer service and high levels of customer satisfaction.
This year, BankNewport sent 12 staff members to the OceanPoint Learning Connection, a program put together specifically for the bank by Bryant University.
“I think it’s going to have a profound effect on the way we operate,” said Nelson Teixeira, vice president of direct marketing and e-commerce, who is currently enrolled in the program.
Executive Vice President for Community Banking Bob Maddock knows the value of the program. He and the rest of the executive team received an hour-long executive summary presentation of the six classes from the six different instructors who would be teaching the classes.
“We’re vested in it as well,” he said, adding that the feedback for the program so far has been extremely positive.
As a result of this and other sessions organized by the bank, the branches and its employees have undergone noticeable changes, said Maddock. There is a lot more communication between different departments, more problem solving and accountability and a better delivery of customer service, he said.
“We’re trying to invest in the next level of future leaders,” said Maddock. “It makes them more valuable and more promotable down the road.”
This year, 50 members of the marketing and sales team, many of whom have never traveled on bank business before, are being sent to a marketing and sales “boot camp.”
“I’m fortunate to work for a company that allows you to do this,” said Teixiera. “Most places are making cutbacks.”
Before coming to BankNewport seven years ago, Teixiera worked at a larger, public company where, he said, it was nothing like working at BankNewport.
Most people who work here have been here for 10, 20, even 30 years, he said. “The people I work with are friends, very good friends. They go out to dinner with one another, go golfing, and go to sporting events together.”
BankNewport also has a tuition reimbursement program for both part-time and full-time employees to help employees stretch themselves.
“Many companies have [tuition reimbursement] but don’t promote it,” said Teixiera. BankNewport “really promotes it.”
The bank also reimburses up to $150 for athletic memberships, Weight Watchers and other health and fitness organizations.
The bank makes a sincere effort to recognize and reward top performing employees, whether it be at one of the company’s quarterly rallies to hand out awards for achievement and years of service or the Employee Spot Bonus award given at the CEO’s discretion for employees who have gone above and beyond expectations.
“BankNewport has always committed … to its employees,” said Teixiera. “The trainings sharpen our skills, and from there we deliver it to our customer.” •
