Relationship Banking Representative

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

3d • 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 across 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 financial needs, explain products and services, guide customers through digital banking tools, and make referrals or provide guidance to support financial well-being. They must follow bank policies, procedures, security standards, and applicable regulatory requirements.

The position supports branch operations and customer experience goals, including transaction execution, account servicing, customer outreach, appointments, referrals, and resolution of service issues. It may involve assisting other branches, attending training and company events, and travel to nearby branches or training locations. The role is scheduled for 37.5 hours per week. Compensation is $18.25–$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 old.
• 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 a 5–7-day initial 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 and teller and platform training.

Responsibilities

• Deliver a welcoming, professional, and personalized customer experience and proactively guide customers through their in-branch visit.
• Build trust by listening, asking questions, and understanding customers’ financial needs and goals.
• Process everyday banking transactions and routine inquiries accurately, including opening and closing accounts, initiating wire transfers, and supporting service requests.
• Educate customers about banking products, services, features, benefits, digital tools, and self-service options.
• Help resolve customer issues, including balance discrepancies and debit card fraud, coordinating with internal partners as needed.
• 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 team members, model quality service, and contribute to a positive, inclusive, and respectful work environment.
• Take ownership of personal performance, development, and continuous improvement; adapt to changes 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 according to 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 protocols.
• Participate in audits, internal reviews, and regulatory requests as required, and complete required compliance training on time.
• Support other branches as needed to maintain staffing and service levels, and perform other related duties as assigned.

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 for initial training, such as mileage and lodging

What This Job Offers

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