Relationship Specialist

Description

Position Summary: The Relationship Specialist supports daily branch operations by delivering accurate, courteous customer service across teller and platform functions. This role handles transactions, opens and maintains accounts, and assists with cash operations while building strong customer relationships. The position ensures exceptional customer experience by providing knowledgeable guidance on Bank products and adhering to all policies 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, deliver accurate information, and resolve routine issues efficiently.
• Develop understanding of customer needs through active listening and purposeful conversations.
• Take a consultative approach to recommend appropriate products, services, or internal partners.
• Build long-term relationships through consistent follow-through and proactive engagement.
• Identify opportunities to deepen relationships and enhance the customer’s financial well-being.

Product Knowledge & Customer Support:

• Maintain strong knowledge of Bank products, services, and digital tools.
• Clearly communicate product benefits and guide customers to appropriate solutions.
• Support branch goals for deposits, referrals, and service quality while maintaining a customer-first focus.
• Serve as a resource to peers by demonstrating product and operational expertise.

Account Opening & Maintenance:

• Open and service accounts including checking, savings, CDs, IRAs, HSAs, and safe deposit boxes in compliance with regulations.
• Ensure all documentation is complete and accurate.
• Follow up on new accounts and provide guidance on digital banking tools.
• Assist with account maintenance, updates, and issue resolution.
• Process customer requests such as debit cards, instant issue cards, check orders, and CD maturity instructions.
• Support safe deposit box audits and dormant account reviews to ensure compliance.

Transaction Processing & Technical Expertise:

• Accurately process deposits, withdrawals, payments, check cashing, and other transactions.
• Perform advanced teller functions such as instant debit card issuance and temporary checks.
• Balance and reconcile cash drawers daily in accordance with Bank standards.
• Maintain accurate records and adhere to all procedures and regulatory requirements.

Specialized Cash Operations:

• Support vault balancing and currency management with a focus on accuracy and security.
• Assist with Teller Cash Recyclers (TCRs), coin processing, and reconciliation processes.
• Provide support for ATM balancing, troubleshooting, and cash handling tasks.
• Assist with cash ordering and shipment activities to maintain appropriate inventory levels.

Compliance, Professional Standards & Performance:

• Adhere to all applicable banking regulations (BSA/AML, CIP/KYC, privacy requirements).
• Protect customer information by following confidentiality and data security protocols.
• Identify and report suspicious activity promptly.
• Maintain punctuality, professionalism, and reliable attendance.
• Meet performance standards related to service quality, accuracy, and operational excellence.
• Participate in ongoing training and professional development.
• Demonstrate and uphold the Bank’s Core Values.

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 Relationship Specialist position.
• Perform other duties as required.

Requirements

Skills & Competencies

• Strong communication and interpersonal skills
• Customer-focused mindset
• High attention to detail and accuracy
• Strong organizational and time management skills
• Problem-solving and sound decision-making abilities
• Integrity and confidentiality
• Team collaboration skills

Education & Experience:

• Bachelor’s degree or equivalent work experience preferred
• 1–3 years of relevant experience (Teller, Customer Service, or similar role)
• Proficiency with computer systems, including word processing and spreadsheets

Physical & Technical Requirements:

• 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 read reports
• Ability to stand/sit for extended periods
• Comfortable using computers for extended durations
• Strong verbal communication skills (including phone interactions)
• Ability to prioritize and manage multiple tasks

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

Developing - Minimum: $21.20

Proficient - Midpoint: $25.06

Exceptional - Maximum: $28.92