Relationship Banking Representative

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

2d • 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 through a combination of teller and desk responsibilities. The role involves accurately processing transactions and routine inquiries while building trust, learning about customers’ financial needs, explaining products and services, and guiding customers toward appropriate solutions and digital tools. The representative also supports branch operations, customer follow-up, referrals, risk controls, and compliance. The position may require support at nearby branches and attendance at training, meetings, and professional development events, including travel as needed.

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 for 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 of Integrity, Humility, Teamwork, and Excellence.
• Must be at least 18 years old.
• 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.
• 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 visits.
• 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 assist with service requests.
• Explain banking products, services, features, benefits, and digital tools, and recommend suitable solutions without pressure-based selling.
• Assist with balance discrepancies, debit card fraud, and other service needs, coordinating with internal partners to resolve issues.
• Educate customers about digital banking, self-service options, and best practices.
• Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments.
• Conduct customer follow-ups, outreach calls, and appointment setting; participate in prospecting, campaigns, and community engagement.
• Refer customers to specialists for complex financial needs and contribute to branch goals through needs-based conversations.
• Collaborate with branch colleagues, support branch operations, and contribute to a positive, inclusive, and respectful workplace.
• Take ownership of performance, development, and continuous improvement; adapt to changes and participate in meetings, training, and professional development.
• May assist with training or mentoring new team members.
• Accurately perform teller and platform transactions, balance cash drawers, and follow customer authentication, due diligence, regulatory, confidentiality, dual-control, opening, closing, and security requirements.
• Participate in audits, internal reviews, and regulatory requests, and maintain required knowledge and timely completion of training.
• Support other branches as needed, including travel to nearby branches to help maintain staffing and service levels.
• Perform other related duties as assigned or directed.

Benefits

• 11 paid holidays
• Paid vacation
• Medical insurance
• Vision insurance
• Dental insurance
• 401(k) with generous match
• Pension
• Tuition reimbursement
• Banking discounts
• Potential for annual merit increase
• Applicable travel expenses for initial training, 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