Senior Teller

About the Company

Community Financial System, Inc. (CFSI) is dedicated to providing customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont, and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

We are committed to our employees, offering competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers, and communities.

About the Role

The Senior Teller serves as the primary leader for teller and transaction operations within the branch. This role provides daily guidance, coaching, and support to frontline staff to ensure exceptional customer service, operational accuracy, and adherence to bank policies and procedures. While not a direct supervisor, the Senior Teller acts as a subject-matter expert and role model, helping develop staff skills in operations, customer engagement, and relationship building to ensure the team consistently delivers high-quality service aligned with branch goals.

The Senior Teller performs all standard teller functions while overseeing cash operations, vault management, and operational controls. This role leads the operational integrity of the branch's transaction environment, including cash handling, control of negotiable items, and fraud prevention. The Senior Teller exercises decision-making authority on non-standard issues or exceptions within assigned limits and escalates higher-risk matters as appropriate.

Responsibilities

• Customer Service & Relationship Building
  • Model strong relationship-building behaviors and coach frontline staff on effective customer conversations and opportunity identification.
  • Perform customer transactions accurately, efficiently, and with a professional, customer-focused attitude.
  • Create a positive banking experience by engaging customers, understanding their needs, and offering appropriate solutions.
  • Actively listen for opportunities to promote bank products and services, making referrals based on customer needs.
• Operational Leadership & Coaching
  • Serve as the primary resource for frontline staff performing teller and transaction functions, providing daily guidance, coaching, and support on procedures, service expectations, and operational standards.
  • Maintain a visible presence within the transactional area, actively observing staff interactions and providing immediate feedback to support customer opportunities and branch goals.
  • Observe and coach staff to ensure consistent adherence to policies, security protocols, cash-handling standards, and customer relationship-building behaviors.
  • Assist in training new frontline employees and supporting ongoing skill development for existing staff.
  • Take ownership of personal performance, development, and continuous improvement while serving as a role model for adaptability and ongoing learning.
  • Adapt positively to change and actively support new tools, processes, and initiatives.
  • Actively participate in branch meetings, training programs, and professional development opportunities, including travel to training locations as required, to enhance knowledge and skills.
  • Coordinate workflow and ensure appropriate coverage across all transaction areas.
  • Exercise judgement on low-risk transactions or requests, including providing overrides as needed.