Relationship Banker II

Position Summary:

The Relationship Banker II (RB II) is responsible for delivering exceptional client service while performing advanced account servicing, digital banking support, and basic business account management. The RB II expands into more complex account maintenance, fraud prevention, and digital problem-solving, while continuing to demonstrate operational excellence, compliance, and the Core Values of Coastal States Bank: Character, Commitment, Service, Trust, and Community.

Position Focus Areas:

Client Experience & Service Excellence

• Uphold CSB Consistent Client Service Standards e.g., greet and acknowledge every client timely both walk-in and telephone; communicate clear expectations; offer refreshments and ensure the coffee bar is clean and stocked.

• Provide knowledgeable support across all CSB products and services, including Online Banking, Mobile Deposit, Zelle, Digital Wallet, and Card Hub.

• Answer all incoming calls by the third ring and provide timely follow-up on unresolved issues.

• Assist clients with opening, maintaining, and closing accounts (DDA, Savings, Money Market, Safe Deposit Boxes).

• Issue, activate, and support debit cards (in-branch printing or ordered by mail); educate clients on digital card management.

• Process address changes across applicable systems and coordinate with support teams for special account types (IRA, loan).

• Process Stop payments.

• Place check orders for both Consumer and Business Accounts
  

Teller & Transaction Processing

• Perform daily teller functions: deposits, withdrawals, loan payments, Cashier’s checks, internal transfers, foreign currency exchange, and savings bond redemptions.

• Maintain and balance cash drawer within established limits; promptly resolve outages.

• Process night drop and mail deposits in compliance with procedures.

• Ensure compliance with all KYC and BSA guidelines, including proper ID verification.

• Work within approved limits for check cashing, counter checks, and client/non-client transactions.

• Process Reg CC holds on deposits as needed.

• Balance and replenish ATM; order cash and prepare shipments.

• Input wire transfers when requested by clients, following both in person and exception wire procedures.

Security, Compliance & Operational Excellence

• Follow opening/closing branch procedures as outlined in the Branch Security Manual and Playbook.

• Adhere to all security guidelines: secure keys, lock workstations, protect client information, and uphold privacy policies.

• Maintain dual control for vault access, night drop/mail deposits, and other restricted functions.

• Complete CTRs on the same day of qualifying transactions; assist with Verafin callbacks by designated deadlines.

• Pull and review daily branch reports, including teller reconciliation, CTR logs, Lockbox and TCR Logs (if applicable).

• Participate in monthly, semi-annual, and annual audits (teller drawer, vault, debit card, safe deposit, bait money, security).

• Maintain 98%+ operational accuracy rating.

• Complete all assigned compliance and security training on time.

Team & Community Engagement

• Actively participate in monthly BSA/Retail calls, branch meetings, and team huddles.

• Support branch and bank initiatives, contributing to a collaborative and service-oriented culture.

• Uphold and model CSB’s commitment to community involvement.

Consumer Account Opening & Maintenance

• Open consumer accounts (DDA, SAV, MMK, CDs) accurately.

• Ensure all client information is updated (address, phone, email, ID).

• Assist clients with initial onboarding: Online Banking, e-Statements, Bill Pay, Zelle.

• Issue, activate, and manage debit cards (in-branch or by mail).

• Perform account maintenance: add/remove signers, POA, beneficiaries, ownership changes, name changes.

• Ensure documentation accuracy and resolve QC exceptions in a timely manner.

Digital Banking & Fraud Support

• Troubleshoot and resolve issues with mobile deposit, debit card restrictions/fraud, Zelle, and Bill Pay.

• Process mobile deposit limit increases (temporary and permanent).

• Reset/unlock Online Banking passwords and MFA security questions.

• Respond to Verafin alerts in a timely manner; avoid appearing on Missing Verafin reports.

• Assist clients with fraud resolution in compliance with bank guidelines.

Specialized Transactions

• Input domestic and foreign wire transfers accurately.

• Process CD closures, modeling, and transcodes.

• Process IRA openings/closures, ensuring accurate paperwork and transcodes.

• Create automatic transfers, deposit rate adjustors, and overdraft protection setup.
  

Business Banking Support

• Open non-complex business accounts (sole proprietor, single-member LLC, basic nonprofit/corporation).

• Perform basic business account maintenance (signer changes, ownership updates).

• Partner with Treasury Management and Digital Banking teams to resolve eCorp questions/issues.

• Ensure trust accounts and legal documentation are reviewed prior to account opening.

Critical Success Factors:

• Client Focus: Provides exceptional, proactive service to every client.

• Operational Accuracy: Consistently maintains proficiency standards for balancing, reporting, and compliance.

• Teamwork: Actively contributes to branch success and peer support.

• Adaptability: Manages multiple priorities with professionalism and efficiency.

• Values-Driven: Demonstrates CSB’s Core Values of Character, Commitment, Service, Trust, and Community daily.

Preferred Education/Experience/Software:

High school diploma or equivalent; some college preferred. Knowledge of basic math. Minimum of 2 years of Retail banking or cash handling experience is preferred. Strong interpersonal and communication skills are preferred, along with the ability to build trust and serve clients with professionalism. Detail oriented with strong organizational and critical thinking skills. Comfort with digital banking tools and ability to educate clients on their use. Knowledge of a wide range of Microsoft Office software applications is preferred.

Training:

Responsible for the timely completion of all required compliance training such as BSA, Information Security, and other job specific training as assigned.

BSA Compliance: Complies as required with relevant Bank policies and procedures related to BSA, including capture of required CTR data, capture of data for Monetary Instrument Log, and review of parties against the OFAC list. Promptly informs manager and/or compliance staff of potential suspicious activities.

Additional Requirements:

The responsibility to acquire and maintain the required knowledge of State and Federal Banking regulations and policies. Proficient in operating computers and calculators with accuracy and efficiency. Must have excellent customer relation skills.

Work Environment/Physical Demands:

Professional regulated office environment with adherence to compliance, security, and operational standards. While performing the duties of this position, the team member is regularly required to operate standard office equipment. The team member is frequently required to communicate and perceive. The position is primarily stationary and not substantially exposed to adverse environmental conditions and requires sedentary work such as exerting up to ten pounds of force 5% of the time and a negligible amount of force approximately 95% of the time.

• This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. Duties, responsibilities, and activities may change at any time with or without notice. This position description does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.