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.

Skills & Competencies

•  Strong communication skills with a customer-focused approach.
•  High attention to detail and accuracy.
•  Strong organizational and time-management abilities with the capacity to multitask.
•  Effective problem-solving and decision-making within established procedures.
•  Demonstrated integrity and ability to maintain confidentiality.
•  Ability to collaborate effectively with branch staff and management.

Education & Experience:

•  Bachelor’s degree or equivalent work experience preferred
•  3-5 years of progressively responsible experience as a Head Teller, Customer Service Representative, or similar role
•  Proficiency in computer use, including word processing and spreadsheet applications

Physical & Technical Requirements:

•  A valid driver’s license and reliable transportation to attend meetings, training, and daily work schedules
•  Ability to lift and carry up to 20 pounds
•  Ability to operate vault systems and combinations
•  Ability to read and interpret computer-generated reports
•  Ability to stand/sit for extended periods 
•  Ability to work at a computer for extended periods, including keyboard and monitor use
•  Ability to communicate clearly and professionally with customers by telephone, with strong listening skills
•   Ability to prioritize workflow while managing multiple responsibilities

 
Salary Range:  Compensation for this position is based on knowledge, skills, experience, and demonstrated competency within the role. 

Developing - Minimum: $21.40 hourly

Proficient - Midpoint: $27.03 hourly

Exceptional - Maximum: $32.66 hourly