Sr. Relationship Officer

Location:

For Those Who Work At Home, Vermont

Position Location Policy

• General
  
  Location:
  
  Vermont, Buffalo, NY or Albany, NY, highly preferred. Covering the Vermont portfolio.
• Hybrid Requirement (if within specific cities):
  If the selected candidate resides near Key Bank office (non-branch location), they are expected to work on-site 2 days per week.
• Hours:
  
  8-5pm EST

Sr Relationship Officer, Commercial Banking is the line of business (LOB) professional dedicated to providing support for designated Commercial Banking Relationship Team. They facilitate service requests for an assigned book of clients within Key's Commercial Banking line of business. Works within an aligned Services Team that is committed to overall excellence in servicing and mitigating risk in all aspects of the client relationship, including loan and deposit accounts.

• Works in tandem with Relationship Managers, Credit partners and NSF team to ensure daily resolution to client's overdrafts and insufficient funds.
• Coordinates set-up of new and maintenance or closing of existing deposit accounts.
• Strong partnership with business partners throughout the organization.
• Works closely with multiple partners including relationship team, operations partners, client and other third party partners.
• Works to resolve loan/fee payment delinquencies.
• Determines appropriate course of action and directs resources to collect payment or otherwise clear delinquent status.
• High level product knowledge and ability to identify referral opportunities for partner products and services.
• Responds to routine and complex client inquiries and resolves/refers to appropriate support partners.
• Submits service requests for DDA or general service needs.
• Coordinates follow-up with internal partners and clients, as appropriate, to ensure prompt and accurate completion/resolution of service requests.
• Promptly provides requested information for GRC testing and other internal/external audits.
• Acts as a resource to the Team for all deposit and loan related compliance matters. Very knowledgeable about applicable federal, state and compliance regulations, including the BSA/AML program, USA Patriot ACT, OFAC and related due diligence.
• Coordinates maintenance or closing of existing deposit accounts.
• Adheres to and supports Key's compliance culture.
• Proactively identifies process improvements to continuously enhance client service and documentation quality.
• Acts as backup when needed for Service Team Manager and peer RO(s).
• Acts as a liaison for Relationship Managers to aid in client meetings/closings.
• Assists with other projects as needed.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
• Complies with all Key Bank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

• Bachelor's Degree or equivalent experience (required)

• 5+ years of previous experience with commercial banking support functions (required)

• Highly proficient in the setup, maintenance, and closure of commercial deposit accounts and loan servicing, ensuring operational accuracy and client satisfaction.
• Leads responses to internal and external audits, including GRC testing, with a focus on risk mitigation and regulatory compliance.
• Proficient, SME preferred, in high-level client inquiries and service requests end-to-end, ensuring timely resolution through strategic coordination with internal teams.
• Directs resolution of loan and fee delinquencies, leveraging internal resources and client engagement to restore account health.
• Builds strong partnerships across relationship, credit, operations, and compliance teams to deliver integrated client service solutions.
• Ensures precision and integrity in account setup and maintenance, driving continuous improvement in servicing processes.
• Applies broad product knowledge to identify cross-sell and referral opportunities, supporting business growth and client retention.
• Demonstrates working knowledge of treasury products and services, contributing to client onboarding and servicing excellence. (Preferred)
• Applies principles of process improvement concepts
• Understanding and adherence to the bank's Bank Secrecy Act and Anti-Money Laundering program requirements.
• Strong grasp of applicable federal, state, and banking compliance regulations relevant to commercial banking.
• Minimum two years of experience or equivalent understanding of commercial lending principles, products, and client needs.

• All Key Bank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of…