Relationship Banking Representative

Community Financial System, Inc.•Village of Falconer, NY

3d•Onsite

About The Position

The Relationship Banking Representative serves as a frontline ambassador of Community Bank, N.A., delivering a consistent, customer-centric banking experience across teller and desk responsibilities. The role combines accurate transaction processing with consultative conversations that build trust and deepen customer relationships. The representative listens to understand customer needs, explains products, services, and digital tools, and provides guidance or referrals to support customers’ financial well-being while following bank policies, procedures, and security standards. The position includes welcoming and assisting customers, processing routine transactions and service requests, opening and closing accounts, initiating wire transfers, resolving customer concerns, educating customers about digital banking, and coordinating appointments. It also contributes to relationship development through customer follow-ups, outreach, prospecting, referrals, campaigns, and community engagement. The representative supports branch operations and team goals, maintains compliance and operational controls, and may provide coverage at other branches. The role is 37.5 hours per week and may require flexible hours, travel to nearby branches, and travel to training and company events.

Requirements

High school diploma or GED.
Normally, two years of customer service and/or banking experience.
Demonstrated ability to work directly with customers in a service, advisory, or problem-solving capacity.
Must be 18 years of age or older.
Excellent interpersonal, listening, and communication skills, including the ability to engage customers in meaningful financial conversations.
Strong attention to detail and accurate, proficient math skills.
Clear thinking and sound judgment in a fast-paced, customer-focused environment.
Strong documentation and organizational skills, with the ability to manage multiple priorities.
Proficiency with digital tools and Microsoft Office, and comfort using banking systems and digital banking platforms.
Ability to build trust, demonstrate empathy, and remain professional during complex or sensitive customer interactions.
Ability to consistently demonstrate the company’s core values of Integrity, Humility, Teamwork, and Excellence.
Ability to attend an initial 5–7-day training program, which may involve overnight travel depending on distance.
Reliable transportation.
Ability to work flexible hours based on branch needs.
Ability and willingness to travel to nearby branches, training sessions, meetings, professional development programs, and other company-sponsored events as needed.

Nice To Haves

Internal product knowledge, teller, and platform training.

Responsibilities

Deliver a welcoming, professional, personalized customer experience and guide customers through their in-branch journey.
Listen to customers, ask questions, and understand their financial needs and goals.
Process everyday banking transactions and routine inquiries accurately.
Open and close accounts, initiate wire transfers, and support customer service requests while explaining relevant features and tools.
Assist with balance discrepancies, debit card fraud, and other service needs, coordinating with internal partners to resolve issues.
Educate customers about digital banking tools, self-service options, and best practices.
Manage customer flow and wait times by coordinating or facilitating appointments.
Identify customer needs and recommend appropriate banking solutions without pressure-based selling.
Conduct customer follow-ups and outreach calls, and set appointments to strengthen relationships.
Participate in branch prospecting, campaigns, and community engagement activities.
Refer customers to specialists for more complex financial needs and contribute to branch goals through needs-based conversations.
Collaborate with colleagues to support branch operations and customer experience goals, and contribute to a positive, inclusive, and respectful workplace.
Take ownership of personal performance and development, adapt to change, and support new tools, processes, and initiatives.
Participate in branch meetings, training, and professional development; travel to training locations as required.
Assist with training or mentoring new team members as needed.
Perform teller and platform transactions accurately and balance cash drawers in accordance with policies and procedures.
Apply customer authentication, due diligence, and regulatory requirements to transactions and account activities.
Protect confidential customer and bank information and follow dual-control, opening and closing, and security procedures.
Participate in audits, internal reviews, and regulatory requests as required.
Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, internal controls, and training requirements.
Support other branches as needed, including traveling to nearby branches to provide staffing and customer service support.
Perform other related duties as assigned to support branch and bank objectives.

Benefits

11 paid holidays
Paid vacation
Medical insurance
Vision insurance
Dental insurance
401(k) with generous match
Pension
Tuition reimbursement
Banking discounts
Potential annual merit increase
Applicable training travel expenses, such as mileage and lodging, are covered or reimbursed