Senior Relationship Banker

Description

Position Summary: The Senior Relationship Banker serves as a trusted financial partner, providing personalized, consultative guidance and advanced product expertise across a broad range of deposit and relationship-based solutions. This role manages complex customer relationships, supports deposit growth, and delivers exceptional customer experience. As a senior member of the branch team, this position models service excellence, strengthens customer loyalty, and supports overall branch performance through relationship development, proactive outreach, and mentorship of team members.

Key Responsibilities:

Customer Service & Relationship Building:

•  Serve as a primary banking resource for customers with complex needs, providing personalized, consultative guidance.
•  Build and deepen customer relationships by understanding financial priorities and recommending appropriate products, services, and digital tools.
•  Identify and act on opportunities to grow household and business deposit relationships through acquisition, retention, and product expansion.
•  Deliver consistent, high-quality service through active listening, proactive follow-up, and effective problem resolution.
•  Strengthen customer loyalty through tailored solutions and ongoing engagement.
•  Support customer retention by building trust, confidence, and long-term relationships.

Product Knowledge & Customer Support:

•  Maintain expert-level knowledge of Bank products, services, and digital tools.
•  Clearly communicate product features and benefits, aligning solutions with customer needs and goals.
•  Actively contribute to branch referral, deposit growth, and service goals while maintaining a customer-first approach.
•  Serve as a subject matter expert and resource to peers, providing guidance on products, operations, and problem resolution.
•  Demonstrate consistent focus on deposit growth through new account development, balance growth, and relationship expansion.

Account Opening & Relationship Maintenance:

•  Open and manage complex account types (checking, savings, CDs, IRAs, HSAs, and safe deposit boxes) with accuracy and compliance.
•  Ensure all documentation is complete, accurate, and aligned with regulatory requirements.
•  Conduct proactive follow-up on new accounts to reinforce product understanding and digital tool usage.
•  Assist customers with account maintenance, troubleshooting issues, and resolving concerns.
•  Process related service requests, including debit card issuance, check orders, and CD maturity instructions.
•  Support safe deposit box operations, including audits, record verification, and compliance documentation.
•  Assist with monitoring and follow-up of dormant accounts to ensure compliance and customer engagement.

Compliance, Professional Standards & Performance Expectations:

•  Ensure adherence to all federal and state regulations, including BSA/AML, CIP/KYC, and privacy requirements.
•  Protect customer information through strict confidentiality and data security practices.
•  Follow Bank policies, procedures, and operational guidelines to maintain a compliant environment.
•  Identify and escalate suspicious or unusual activity in accordance with Bank policy.
•  Maintain professional conduct, attendance, and performance standards.
•  Participate in required training, meetings, and ongoing professional development.
•  Model and reinforce the Bank’s Core Values in all interactions.

Training, Coaching & Branch Support:

•  Serve as a mentor and resource for Relationship Bankers and Tellers.
•  Support onboarding, training, and skill development related to customer service, account opening, and operations.
•  Model best practices and reinforce consistent service and operational standards.
•  Support overall branch performance through teamwork, collaboration, and knowledge sharing.

Community and Public Relations:

•  Participate in community organizations and events to enhance the Bank’s visibility and reputation.
•  Represent Kennebec Savings Bank professionally within the community.
•  Support branch-level engagement and relationship-building initiatives.

Other duties: 

•  Actively participate in industry trade group meetings and educational programs to remain abreast of current issues and requirements affecting Bank operations and job performance. 
•  Demonstrate reliable attendance and punctuality. 
•  Work at other Bank branches as needed for customer service, operational, or training purposes. 
•  Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the Senior Relationship Banker position. 
•  Perform other duties as required.

Requirements

Skills and Competencies

•  Strong communication and interpersonal skills with a customer-focused approach
•  High attention to detail and accuracy
•  Strong organizational and time-management abilities
•  Effective problem-solving and decision-making skills
•  Demonstrated integrity and ability to maintain confidentiality
•  Ability to collaborate effectively with team members and leadership

Education and Experience

•  Bachelor’s degree or equivalent work experience preferred
•  Minimum of five years of progressive experience in a customer-facing banking role
•  Proficiency with computer applications, including word processing and spreadsheets

Physical and Technical Abilities

•  Valid driver’s license and reliable transportation for meetings, training, and scheduling needs
•  Ability to lift up to 20 pounds (cash boxes/bags)
•  Ability to operate vault systems and interpret reports
•  Ability to sit or stand for extended periods
•  Ability to work at a computer for extended durations
•  Strong verbal and telephone communication skills
•  Ability to prioritize and manage multiple responsibilities