Relationship Banking Representative

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

4d•Onsite

About The Position

The Relationship Banking Representative serves as a frontline ambassador of the bank, delivering a consistent, customer-centric, end-to-end banking experience. The role combines accurate teller transactions with consultative conversations that build trust and deepen customer relationships. The representative listens to understand customer needs, explains products, services, and digital banking tools, and provides guidance or referrals that support customers’ financial well-being while following bank policies, procedures, and security standards. The role includes welcoming customers in the branch, handling routine banking needs and service requests, opening and closing accounts, initiating wire transfers, resolving customer issues, and helping customers use digital and self-service options. The representative also supports relationship development through outreach, appointments, prospecting, referrals, and community engagement. They collaborate with branch colleagues, contribute to a respectful and inclusive workplace, and maintain compliance, confidentiality, and operational controls. The position may provide support at other branches and may involve travel to training locations, meetings, professional development programs, and company-sponsored events. The schedule is 37.5 hours per week, with flexible hours based on branch needs. The work environment is a branch setting with usually moderate noise and air quality and limited exposure to physical risk. Physical activities may include standing, walking, sitting, handling objects, reaching, and speaking or hearing; occasional lifting or moving of up to 25 pounds may be required.

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, 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 in complex or sensitive customer interactions.
Ability to consistently demonstrate the company's core values of Integrity, Humility, Teamwork, and Excellence.
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 an initial five-to-seven-day training program, which may involve overnight travel depending on distance.

Nice To Haves

Internal product knowledge and teller and platform training.

Responsibilities

Deliver a welcoming, professional, and personalized customer experience and proactively guide customers through their in-branch visit.
Listen to customers, ask questions, and identify their financial needs and goals.
Process everyday banking transactions and routine inquiries accurately, including opening and closing accounts, initiating wire transfers, and supporting service requests.
Explain banking products, services, features, benefits, and digital tools to customers.
Help resolve balance discrepancies, debit card fraud, and other service issues by coordinating with internal partners and operational teams.
Educate customers about digital banking tools, self-service options, and best practices.
Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments.
Recommend appropriate banking solutions through needs-based conversations without pressure-based selling.
Generate and manage customer follow-ups, outreach calls, and appointment setting.
Participate in branch prospecting, campaigns, and community engagement activities.
Refer customers to specialists for more complex financial needs and contribute to branch goals through relationship-building behaviors.
Collaborate with team members to support branch operations and customer experience goals, and contribute to an inclusive and respectful workplace.
Take ownership of personal performance, development, and continuous improvement; adapt to 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.
Protect 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 and comply with applicable laws, regulations, policies, procedures, internal controls, and training requirements.
Support other branches as needed to maintain staffing and service levels, including traveling to nearby branches.
Perform other related duties as assigned or directed 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 for an annual merit increase
Applicable training travel expenses, such as mileage and lodging, are covered or reimbursed