Relationship Banking Representative

Community Financial System, Inc. • Town of Franklinville, NY

3d • Onsite

About The Position

The Relationship Banking Representative serves as a frontline ambassador of the bank, delivering a consistent, customer-centric banking experience through both teller and desk responsibilities. The role combines accurate transaction processing with consultative conversations that build trust and deepen customer relationships. Representatives listen to customers, identify needs, explain banking products, services, and digital tools, and offer guidance or referrals to support financial well-being while following bank policies, procedures, and security standards.

The position supports branch operations by processing transactions and service requests, managing customer flow, building relationships, making referrals, and assisting with branch goals. It also requires attention to operational controls, regulatory compliance, customer privacy, and security. Representatives may support other branches, travel to training and company events, and assist with training or mentoring new employees as needed.

This position is listed at 35 hours per week. The hourly compensation range is $18.25–$24.71, commensurate with experience, with potential for an annual merit increase.

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.
• 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 and the ability to manage multiple priorities.
• Proficiency with 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.
• Ability to consistently demonstrate the company’s core values of Integrity, Humility, Teamwork, and Excellence.
• Must be at least 18 years old.
• Ability to work flexible hours based on branch needs.
• Reliable transportation.
• Ability and willingness to travel to nearby branches and to training sessions, meetings, professional development programs, and other company-sponsored events as needed.
• Ability to attend a 5–7-day initial training program, which may involve overnight travel depending on distance.

Nice To Haves

• Internal product knowledge, teller, and platform training preferred.

Responsibilities

• Deliver a welcoming, professional, and personalized customer experience and serve as a primary point of contact in the lobby.
• Build trust by listening, asking questions, and understanding customers’ financial needs and goals.
• Process everyday banking transactions and routine inquiries accurately; open and close accounts, initiate wire transfers, and support service requests while explaining relevant features, benefits, and tools.
• Help customers resolve balance discrepancies, debit card fraud, and other service issues, coordinating with internal partners and operational teams as needed.
• Educate customers about digital banking tools, self-service options, and best practices.
• 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 follow-ups and outreach calls and set appointments to strengthen customer relationships.
• Participate in prospecting efforts, campaigns, and community engagement activities.
• Refer customers to branch specialists for complex financial needs and contribute to branch goals through needs-based conversations and relationship building.
• Model quality service and collaborate with teammates to support branch operations and customer experience goals.
• Contribute to a positive, inclusive, and respectful work environment; take ownership of personal performance, development, and continuous improvement.
• Adapt to change and support new 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 in accordance with policies and procedures.
• Apply customer authentication, due diligence, and regulatory requirements to transactions and account activities.
• Maintain the confidentiality and security of customer and bank information.
• Follow dual-control, opening and closing, and security procedures.
• Participate in audits, internal reviews, and regulatory requests as required.
• Maintain knowledge of applicable laws and regulations, comply with policies, procedures, and internal controls, and complete required training on time.
• Support other branches as needed to help maintain staffing and service levels; perform other related duties as assigned.
• Provide assistance wherever necessary to help branches and the bank achieve annual goals, including supporting transactions, customer inquiries, or other branches.

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

What This Job Offers

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