Relationship Banking Representative Rotating

About the role

Community Financial System, Inc. (CFSI) provides personalized, high‑quality financial services through its retail division, Community Bank, N.A., which operates over 200 facilities across Upstate New York, Northeastern Pennsylvania, Vermont, and Western Massachusetts. The Relationship Banking Representative is a frontline ambassador who blends teller duties with consultative conversations to build trust and deepen customer relationships.

Responsibilities

• Customer Experience & Relationship Management
  • Deliver a welcoming, professional, and personalized experience for every customer.
  • Serve as the primary point of contact in the lobby, guiding customers through their in‑branch journey.
  • Listen actively, ask thoughtful questions, and understand customers’ financial needs and goals.
  • Process everyday banking transactions (open/close accounts, wire transfers, service requests) while educating customers on features, benefits, and tools.
  • Assist with balance discrepancies, debit‑card fraud, and other service issues; coordinate with internal partners for timely resolution.
  • Educate customers on digital banking tools, self‑service options, and best practices.
  • Manage customer flow and wait times by scheduling or facilitating appointments with appropriate team members.
• Sales, Advice & Business Development
  • Identify customer needs through conversation and observation, recommending appropriate banking solutions without pressure‑based selling.
  • Generate and manage follow‑ups, outreach calls, and appointment setting to strengthen relationships.
  • Participate in branch prospecting efforts, campaigns, and community engagement activities.
  • Collaborate with branch partners to refer customers to specialists for more complex financial needs.
  • Model needs‑based conversations and relationship‑building behaviors to contribute to branch goals.
• Employee & Team Contributions
  • Act as a brand ambassador by modeling quality service in every interaction.
  • Collaborate with team members to support branch operations and customer‑experience goals.
  • Foster a positive, inclusive, and respectful work environment.
  • Take ownership of personal performance, development, and continuous improvement.
  • Adapt positively to change and support new tools, processes, and initiatives.
  • Participate in branch meetings, training programs, and professional‑development opportunities, including travel to training locations.
  • Assist with training or mentoring new team members, as needed.
• Operational Excellence, Risk & Compliance
  • Accurately perform teller and platform transactions and balance cash drawers within established policies.
  • Apply customer authentication, due‑diligence, and regulatory requirements to all transactions.
  • Maintain confidentiality and security of customer and bank information.
  • Follow dual‑control, open/close, and security procedures consistently.
  • Participate in audits, internal reviews, and regulatory requests as required.
  • Stay current on laws, regulations, policies, procedures, and internal controls; complete required training in a timely manner.
• Other Duties
  • Provide support to other branches as needed to ensure proper staffing and service levels.
  • Perform additional related duties as assigned to support branch and bank objectives.
• Ancillary Duties
  • Assist wherever necessary to help branches and the bank achieve annual goals, including supporting transactions, handling customer inquiries, or traveling to other branches.

Qualifications

High School Diploma or GED required; internal product knowledge, teller, and platform training preferred. Must be able to attend a 5‑7 day initial training program (overnight travel may be required; travel expenses reimbursed). Reliable transportation is required.

Skills

• Excellent interpersonal, listening, and communication skills for meaningful financial conversations.
• Strong attention to detail and proficient math abilities.
• Clear thinking and sound judgment in a fast‑paced, customer‑focused environment.
• Strong documentation and organizational skills; ability to manage multiple priorities.
• Proficiency with digital tools, Microsoft Office, and banking systems.
• Ability to build trust, demonstrate empathy, and remain professional during complex or sensitive interactions.
• Commitment to the company’s core values: Integrity, Humility, Teamwork, and Excellence.

Experience

Two (2) years of customer service and/or banking experience required. Demonstrated ability to work directly with customers in a service, advisory, or problem‑solving capacity. Must be 18 years of age or older.

Benefits

• 11 paid holidays and paid vacation.
• Medical, Vision, and Dental insurance.
• 401(k) with generous match.
• Pension plan.
• Tuition reimbursement.
• Banking discounts.
• Professional development and advancement opportunities.

Pay

Compensation commensurate with experience plus potential for annual merit increase. Hourly range: $18.25 – $24.71.

Schedule

37.5 hours per week. Flexible hours based on branch needs; rotating role requiring regular travel to multiple branch locations within the region. Mileage reimbursed according to company policy. Travel to training sessions, meetings, professional‑development programs, and company‑sponsored events as required.