Relationship Banking Representative

Community Financial System, Inc. • Norwich, NY

1d • Onsite

About The Position

The Relationship Banking Representative is a frontline ambassador of Community Bank, N.A., delivering a consistent, customer-centric banking experience. The position combines teller and desk responsibilities, including accurate transaction processing and consultative conversations that build trust and strengthen customer relationships. The representative listens to customers, identifies their needs, explains products, services, and digital tools, and provides guidance or referrals while following bank policies, procedures, and security standards.

The role supports everyday banking needs, including account opening and closure, wire transfers, service requests, customer issue resolution, and digital banking guidance. It also contributes to relationship development through follow-ups, outreach, appointment setting, branch prospecting, and referrals. The representative collaborates with branch colleagues, supports branch operations and staffing as needed, and maintains compliance with applicable laws, regulations, controls, and security requirements.

Requirements

• High school diploma or GED.
• Two 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 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 navigating 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: 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 and to 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, and personalized customer experience and guide customers through their in-branch journey.
• Build trust by listening, asking thoughtful questions, and understanding customers’ financial needs and goals.
• Accurately process everyday banking transactions and routine inquiries, open and close accounts, initiate wire transfers, and support service requests.
• Educate customers about banking products, services, features, benefits, and digital banking tools.
• Assist with balance discrepancies, debit card fraud, and other service issues; coordinate with internal partners to resolve them.
• Manage customer flow and wait times by scheduling, 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 complex financial needs and contribute to branch goals through needs-based conversations.
• Collaborate with colleagues, model quality service, and contribute to a positive, inclusive, and respectful workplace.
• Take ownership of performance, development, and continuous improvement; adapt to changes, tools, processes, and initiatives.
• Participate in branch meetings, training, and professional development, including 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 according to policies and procedures.
• Apply customer authentication, due diligence, regulatory requirements, dual control, opening and closing procedures, and security protocols.
• Protect the confidentiality and security of customer and bank information.
• Participate in audits, internal reviews, and regulatory requests as required, and maintain compliance with applicable laws, policies, procedures, and training requirements.
• Support other branches as needed, including traveling to nearby branches to maintain staffing and service levels.
• 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 employer match
• Pension
• Tuition reimbursement
• Banking discounts
• Company covers or reimburses applicable travel expenses for initial training, such as mileage and lodging
• Potential for annual merit increase

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED