Relationship Banking Representative

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

About The Position

The Relationship Banking Representative serves as a frontline ambassador for 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 strengthen 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 processing routine banking transactions and service requests, opening and closing accounts, initiating wire transfers, addressing customer issues, and helping customers use digital banking tools. It also involves customer outreach, appointment coordination, branch prospecting and community engagement, collaboration with specialists and internal operational teams, and support for branch goals. The representative performs teller and platform operations, maintains cash drawer accuracy, meets authentication and regulatory requirements, protects confidential information, and participates in audits and reviews as required. The role may require supporting other branches, attending training and company events, and traveling to nearby branches or training locations. The position is 37.5 hours per week, with flexible hours based on branch needs. The stated compensation range is $18.25 to $24.71 per hour, 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.
Must be at least 18 years of age.
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, including 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.
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.
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.

Responsibilities

Deliver a welcoming, professional, and personalized customer experience and guide customers through their in-branch journey.
Listen to customers, ask questions, and identify their financial needs and goals.
Process everyday banking transactions and routine inquiries accurately; open and close accounts, initiate wire transfers, and support service requests.
Educate customers about banking products, services, features, benefits, digital tools, and self-service options.
Assist with balance discrepancies, debit card fraud, and other service needs, coordinating with internal partners to resolve issues.
Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments.
Conduct customer follow-ups and outreach calls, set appointments, and participate in prospecting, campaigns, and community engagement.
Recommend appropriate banking solutions and refer customers to specialists for more complex financial needs.
Contribute to branch goals by modeling needs-based conversations and relationship-building behaviors.
Collaborate with branch colleagues to support branch operations and customer experience goals; contribute to an inclusive and respectful work environment.
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, and regulatory requirements to transactions and account activities.
Protect customer and bank information and consistently follow dual-control, opening and closing, and security procedures.
Participate in audits, internal reviews, and regulatory requests as required; maintain compliance knowledge and complete required training on time.
Support other branches as needed, including travel, 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 match
Pension
Tuition reimbursement
Banking discounts
Company-covered or reimbursed applicable travel expenses, such as mileage and lodging, for initial training