Relationship Officer

KeyBank is a commercial banking institution dedicated to providing excellent service to its clients. The Relationship Officer will support the Commercial Banking Relationship Team by managing client service requests and ensuring compliance with banking regulations. This role involves coordinating account management, resolving client inquiries, and collaborating with internal partners to enhance client service.

Responsibilities

• Coordinates set-up of new and maintenance or closing of existing deposit accounts
• Works in tandem with Relationship Managers, Credit partners and NSF team to ensure daily resolution to client’s overdrafts and insufficient funds
• Partnership with Business Partners throughout the organization
• Works closely with multiple partners including relationship team, operations partners, client and other 3rd 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
• General 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
• Adheres to and supports Key’s compliance culture
• Acts as a resource to the Team for all deposit and loan related compliance matters
• Knowledgeable about applicable federal, state and compliance regulations, including the BSA/AML program, USA Patriot ACT, OFAC and related due diligence
• 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 KeyBank 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

Skills

• Bachelor's Degree or equivalent experience
• 1+ years previous experience with commercial banking support functions
• Proficient in the setup, maintenance, and closure of commercial deposit accounts and resolution of loan-related servicing issues
• Ability to respond promptly and accurately to internal and external audit requests, including GRC testing and compliance reviews
• Manages routine and complex client inquiries and service requests end-to-end, ensuring timely resolution and coordinated follow-up with internal partners
• Identifies and executes appropriate actions to resolve loan and fee delinquencies, including directing internal resources
• Works effectively with internal teams to deliver seamless client service
• Ensures precision in account setup and maintenance, minimizing errors and ensuring data integrity across systems
• Maintains general knowledge of bank products and services, identifying opportunities for client referrals/cross-sell opportunities to appropriate partners
• Familiarity with treasury solutions such as cash management, liquidity services, and payment systems to support commercial clients
• Working knowledge of process optimization methodologies to enhance client service and operational efficiency
• 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

Company Overview