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About the Role

The Relationship Banking Representative serves as a frontline ambassador of the bank, delivering a customer-centric banking experience. This hybrid role combines teller and desk responsibilities, focusing on accurate transaction execution and consultative conversations to build customer relationships.

Responsibilities

• Deliver a welcoming, professional, and personalized customer experience.
• Serve as a primary point of contact in the lobby, engaging customers proactively.
• Build trust by actively listening, asking thoughtful questions, and understanding customer needs.
• Process everyday banking transactions and routine inquiries accurately.
• Open new accounts, close accounts, initiate wire transfers, and support service requests.
• Educate customers on products, services, and digital tools.
• Assist customers with issues such as balance discrepancies and debit card fraud.
• Advocate for customers by coordinating with internal partners for issue resolution.
• Educate and guide customers on digital banking tools and self-service options.
• Manage customer flow and wait times by scheduling appointments.
• Identify customer needs and recommend appropriate banking solutions.
• Generate and manage customer follow-ups, outreach calls, and appointment setting.
• Participate in branch prospecting efforts, campaigns, and community engagement activities.
• Collaborate with branch partners to refer customers to specialists.
• Contribute to branch goals by modeling needs-based conversations.
• Act as a brand ambassador by modeling quality service.
• Collaborate effectively with team members to support branch operations.
• Contribute to a positive, inclusive, and respectful work environment.
• Take ownership of personal performance, development, and continuous improvement.
• Adapt positively to change and support new initiatives.
• Actively participate in branch meetings and training programs.
• Assist with training or mentoring new team members, as needed.
• Accurately perform teller and platform transactions and balance cash drawers.
• Apply customer authentication, due diligence, and regulatory requirements.
• Maintain the confidentiality and security of customer and bank information.
• Follow dual control, open/close procedures, and security protocols.
• Participate in audits, internal reviews, and regulatory requests.
• Maintain proficient knowledge of and comply with all applicable laws and regulations.
• Provide support to other branches as needed.
• Perform other related duties as assigned.

Requirements

• High School Diploma or GED required.
• Ability to attend a 5–7-day initial training program, which may involve overnight travel.
• Reliable transportation.
• All applicants must be 18 years of age or older.

Skills

• Excellent interpersonal, listening, and communication skills.
• Ability to engage customers in meaningful financial conversations.
• Strong attention to detail with accurate and proficient math skills.
• Clear thinking and sound judgement in a fast-paced, customer-focused environment.
• Strong documentation and organizational skills.
• Ability to manage multiple priorities.
• Proficiency in digital tools and Microsoft Office.
• Comfort navigating banking systems and digital banking platforms.
• Ability to build trust, demonstrate empathy, and remain professional.
• Ability to consistently demonstrate the Company's core values: Integrity, Humility, Teamwork, and Excellence.

Location

• Upstate New York
• Northeastern Pennsylvania
• Vermont
• Western Massachusetts

Work Type

• Hybrid
• Full-time

Experience Level

• Two (2) years of customer service and/or banking experience normally required.
• Demonstrated ability to work directly with customers in a service, advisory, or problem-solving capacity.

Education Level

• High School Diploma or GED

Salary/Compensations

• USD $18.25/Hr. - USD $24.71/Hr.
• Commensurate with experience plus potential for annual merit increase.

Benefits

• 11 paid holidays
• Paid vacation
• Medical insurance
• Vision insurance
• Dental insurance
• 401K with generous match
• Pension
• Tuition Reimbursement
• Banking discounts

About the Company

• Community Financial System, Inc. (CFSI) is dedicated to providing friendly, personalized, high-quality financial services and products.
• Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts.
• Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Equal Opportunity

• As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.
• The Company is an Affirmative Action, Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.
• The Company will make reasonable accommodations for qualified individuals with a disability.