SUMMARY:

In this customer-centric role, the Relationship Banker provides exceptional customer care to the Bank's customers, advising them on financial products that best meet their needs, assisting them with banking transactions, inquiries, problem resolution, account opening, retirement products including CD's and IRA's and assistance with loan applications at a full-service Cape Cod 5 banking center. The Relationship Banker position provides a career track for retail bankers as they progress through increased levels of responsibility as a Relationship Banker. The level of the Relationship Banker will be commensurate with a candidate's experience and skill set.

ESSENTIAL JOB FUNCTIONS / RESPONSIBILITIES:

1. Develops rapport with customers, greeting customers by name, understands account ownership types and authority, being responsive and timely with correspondence and problem resolution, while displaying a caring attitude
2. Provides excellent customer care to customers relative to daily transactions, addressing inquiries, and problem resolution, in accordance with Bank policies and procedures
3. Performs banking transactions including: processing deposits and loan payments, verifying cash and endorsements, check cashing, money orders and treasurer's check issuance and savings bond redemption
4. Introduces and advises on the Bank's deposit and consumer loan products and services to appropriately meet customer needs in a proactive manner
5. Determines customer's existing and prospective financial needs and identifies referrals to other business lines (Investment Services, TAM, Commercial, Treasury Management, etc.)
6. Determines customer needs and recommends the products and services that best meet their needs
7. Maintains a working knowledge of product and service offerings including consumer, business, non-profit, retirement, Online Banking, BillPay, debits cards
8. Customer lending opportunities and assists customers in preparing loan applications for home equity products and personal loans
9. Safeguards customer trust by upholding duty of customer confidentiality
10. Must comply with all required regulations, guidelines, and policies
11. Timely completion of all assigned learning activities
12. Actively participate in branch meetings and one-on-one coaching sessions
13. Participation/volunteerism in community groups and events
14. Additional duties as assigned

QUALIFICATIONS:

Relationship Banker I

Education: High School Diploma (or G.E.D) and willingness to pursue higher education

Experience:

• Minimum 6 months cash handling experience
• Minimum 6 months customer service experience
• Eligible for NMLS registration
• Prior customer relationship building experience
• Must have cyber security awareness to protect the digital environment, the Bank, and customers.

Relationship Banker II

Education: Associate's Degree or equivalent experience (6 months) in financial services industry and willingness to pursue higher education

Experience: Meets the above requirements of RB I in addition to:

• Previous banking experience required, including processing customer transactions, deposit account openings, and platform services to serve a broad range of customer needs, e.g., check orders, debit card issuance, stop payments, debit card/ACH disputes, etc.
• Minimum one year banking experience
• Minimum one year customer service experience

Relationship Banker III

Education: Bachelor's Degree or equivalent experience in financial services industry and willingness to pursue higher education strongly preferred - OR - Associate's Degree and 2 years of experience and willingness to pursue higher education strongly preferred.

Experience: Meets the above requirements of RB II in addition to:

• Ability to independently complete transactions and all platform services, including transactions, account opening, HELOCs, IRAs, etc.
• Ability to execute more complex account openings and transactions independently
• Ability to mentor RB I and RB II team members
• Demonstrated high level of judgment
• Demonstrated ability to fulfill the Banking Center opening and closing activities
• Minimum 2 years banking experience
• Ability to act as Banking Center vault custodian
• NMLS Registration
• Notary Public commission

Relationship Banker IV

Education: Bachelor's degree or equivalent experience (5 years) in financial services industry and willingness to pursue higher education

Experience: Meets the above requirements of RB III in addition to:

• Minimum 5 years banking experience
• Financial Paraplanner Qualified Professional (FPQP) designation - may obtain within 24 months of hire
• Ability to train and mentor staff at the RB I-III levels
• Must have a supervisory aptitude
• Demonstrated management and leadership skills
• Completion of Medallion training required

COMPETENCIES:

• Financial Savviness (Conversant in all Business Lines)
• Problem Solving
• Relationship Building Skills
• Proficient Verbal and Written Communication Skills
• Critical Thinking Skills
• Courage
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability and Flexibility
• Sales Aptitude
• Eager Learner
• Learning Agility
• Superior Customer Service