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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 role combines transaction execution with consultative conversations to build trust and deepen relationships. The representative actively listens to understand customer needs, educates on products and services, and provides guidance or referrals to support financial well-being.

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 and understanding customers’ financial needs and goals.
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 and relationship-building behaviors.
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 demonstrate ongoing compliance with all applicable laws and regulations.
Provide support to other branches as needed.
Perform other related duties as assigned or directed.

Requirements

High School Diploma or GED required
Internal product knowledge, teller, and platform training preferred
Ability to attend a 5–7-day initial training program, which may involve overnight travel
Reliable transportation
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
Must be able to consistently demonstrate the Company's core values: Integrity, Humility, Teamwork, and Excellence
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 during complex or sensitive customer interactions

Location

Upstate New York
Northeastern Pennsylvania
Vermont
Western Massachusetts

Work Type

Full-time

Experience Level

2 years of customer service and/or banking experience

Education Level

High School Diploma or GED

Salary/Compensations

USD $18.25/Hr. - USD $24.71/Hr.

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.
Beyond retail banking, we offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.
CFSI is committed to its employees, offering competitive compensation, great benefits, and professional development and advancement opportunities.

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.