Relationship Banker

Position Summary: The Relationship Banker supports daily branch operations by delivering accurate, courteous, and consistent customer service while building and strengthening customer relationships. This role takes a consultative approach to understanding customer needs, recommending appropriate financial solutions, and deepen relationships. Responsibilities include opening new accounts, supporting account maintenance, and assisting with a variety of branch functions. The Relationship Banker ensures exceptional customer experience through strong product knowledge, proactive service, and strict adherence to Bank policies, procedures, and regulatory requirements.

Key Responsibilities:

Customer Service & Relationship Building:

• Provide prompt, professional, and friendly service in the lobby, at the teller line, and across all customer channels.
• Respond to inquiries, provide accurate information, and resolve routine customer issues efficiently and courteously.
• Develop understanding of customer needs through active listening and purposeful conversations.
• Take a consultative approach to recommend appropriate products, services, or internal partners.
• Take a consultative approach to identify appropriate solutions and connect customers with products, services, or internal partners that best meet their needs.
• Build long-term relationships through consistent follow-through and proactive engagement.
• Identify opportunities to deepen relationships and enhance the customer’s financial well-being
• Proactively seek opportunities to deepen existing relationships by identifying ways the Bank can add value to the customer’s financial well-being.

Product Knowledge & Customer Support:

• Maintain expert knowledge of Bank products, services, digital tools, and account solutions.
• Clearly communicate product benefits and assist customers with selecting products aligned with their financial needs and goals.
• Actively contribute to branch deposit, referral and service goals while maintaining a customer-first approach.
• Serve as a resource to peers by demonstrating strong product competency and operational knowledge.

Account Opening & Customer Maintenance:

• Open and maintain a variety of accounts, including checking, savings, CDs, IRAs, HSAs, and safe deposit boxes, ensuring all documentation is accurate and compliant.
• Follow up on new account openings to ensure customers understand product features, benefits, and available digital banking tools.
• Assist customers with account servicing needs, including updating account information, troubleshooting issues, and providing timely resolution.
• Process routine customer requests such as debit card applications, instant issue cards, check orders, and CD maturity instructions.
• Support safe deposit box audits by verifying customer records, confirming inventory, and ensuring documentation meets Bank policy and regulatory standards.
• Assist with dormant account reviews by monitoring activity, conducting customer outreach when appropriate, and completing required compliance documentation.

Compliance, Professional Standards & Performance Expectations:

• Adhere to all federal and state banking regulations, including but not limited to BSA/AML, CIP/KYC, and privacy requirements, ensuring all customer interactions and account activities follow established compliance standards.
• Protect customer information by following confidentiality, security, and data protection protocols at all times.
• Follow all Bank policies, procedures, and operational guidelines while promoting a secure and compliant branch environment.
• Identify and promptly escalate suspicious or unusual activity to Branch Leadership in accordance with Bank procedures.

Community and Public Relations:

• Participate in community organizations and events as appropriate.
• Represent Kennebec Savings Bank professionally within the community.

Other duties:

• Work at other Bank branches as needed for customer service, operational, or training purposes.
• Maintain reliable attendance, punctuality, and professional conduct consistent with Bank expectations.
• Meet established performance standards for service quality, accuracy, and operational integrity.
• Participate actively in required training, meetings, and ongoing professional development to maintain up-to-date knowledge of products, systems, and regulatory requirements.
• Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the Relationship Banker position.
• Perform other duties as required.