Lead Relationship Banker

Lead Relationship Banker

The Lead Relationship Banker serves as a trusted resource and role model within the branch, delivering exceptional customer service while supporting both teller operations and relationship banking activities. This position is responsible for building and deepening customer relationships, assisting clients with a full range of banking transactions and account services, and identifying opportunities to connect customers with products and solutions that meet their financial needs.

The Lead Relationship Banker works closely with the Branch Manager to help ensure the smooth day-to-day operation of the branch, provide guidance and support to team members, maintain operational excellence, and foster a customer-focused culture. This position leads through performance, expertise, and collaboration rather than through direct supervisory authority.

DUTIES AND RESPONSIBILITIES:

Deliver outstanding customer service by creating meaningful relationships and providing a welcoming branch experience.

Serve as a primary point of contact for customers, managing interactions from initial inquiry through resolution.

Accurately process a variety of customer transactions, including deposits, withdrawals, payments, transfers, and other teller functions.

Open and maintain consumer and business deposit accounts and assist customers with a variety of service requests.

Identify customer financial needs and recommend appropriate products and services, including digital banking solutions, deposit products, lending opportunities, and referrals to bank specialists.

Actively support branch growth through new account acquisition, relationship deepening, and referral generation.

Promote increased customer use of bank products, services, and technology to enhance customer satisfaction and convenience.

Demonstrate advanced operational knowledge and serve as a resource for teller and banker team members regarding policies, procedures, and customer service standards.

Perform high-level operational duties, including serving as backup vault teller and assisting with cash management and balancing functions as assigned.

Support branch operations by helping coordinate daily workflow, ensuring service standards are met, and assisting in the resolution of customer and operational issues.

Partner closely with the Branch Manager to reinforce branch goals, support team development, and contribute to a positive and collaborative work environment.

Lead by example in production performance, customer service excellence, professionalism, and adherence to bank policies and procedures.

Assist with onboarding and training of new team members and provide ongoing coaching through knowledge sharing and mentorship.

Ensure all transactions and activities are completed accurately and in compliance with established policies, banking regulations, security procedures, and audit requirements.

Maintain thorough knowledge of bank products, services, systems, and regulatory requirements.

ESSENTIAL FUNCTIONS:

Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Maintain strict confidentiality of customer's personal and financial information.

Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse training courses and achieve a passing score by due date.

Adhere to First Security Bank's core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive 'can-do' attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.

Display excellent customer service with both internal and external clients. Embody First Security Bank's "Welcome" tenets:

• Warm – Demonstrate warmth; be genuine and approachable
• Engage – Engage with teammates and customers; be present in every interaction
• Listen – Actively listen to employees and clients
• Connect – Build…