Customer Relations Specialist

Cornerstone Bank; Athol (MA); On-site; USD 21,000 - 23,000; Full time

Job summary

Cornerstone Bank in Athol, MA, is seeking a Customer Relations Specialist to deliver excellent customer service and support branch operations. You will handle deposits, withdrawals, payments, and account maintenance while ensuring accuracy and regulatory compliance.

The role requires strong communication, attention to detail, and the ability to work extended hours, including weekends, to meet branch targets and assist customers with financial goals.

Qualifications

• Demonstrated customer service skills.
• Must be comfortable performing basic math calculations.
• Attention to detail; ability to multi-task.
• Strong verbal and written communication skills; professional communication including active listening.
• Strong interpersonal skills and tactful when dealing with customers.
• Excellent organizational skills.
• Capable of handling sensitive and confidential documentation.
• Must be available to work extended and/or weekend hours and attend training as needed.
• Proficiency with office equipment, including computer terminals.

Responsibilities

• Provides efficient, effective and courteous customer service.
• Performs a variety of transactions to service the customer, including deposits, withdrawals, payments, night drop bags, check cashing, etc.
• Opens and closes accounts and performs account maintenance; handles complex inquiries.
• Maintains knowledge of bank products and services and guides customers to meet financial goals.
• Follow-up with customers per the customer experience processes and supports branch targets.
• Balances transactions and cash; participates in branch settlement.
• Ensures transactions and documentation comply with applicable laws (Reg CC, Bank Secrecy Act).
• Assists in branch operations including opening/closing, ATM balancing, mail deliveries, and other inquiries.
• Performs duties in line with regulatory guidelines and management directions.
• Other related duties as requested.

Skills

Customer service

Basic math

Attention to detail

Verbal & written communication

Interpersonal skills

Organizational skills

Confidential documentation

Weekend/extended hours

Office equipment knowledge

Education

High School Diploma or equivalent

Banking/retail cash handling experience

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Relations Specialist

Retail Admin Regular Full time ATHOL, MA, US

20 days ago Requisition ID: 2684

Salary Range: $21.00 To $23.00 Annually

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch—every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they’re how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Position Summary

Cornerstone Bank is seeking a Customer Relations Specialist to deliver exceptional service to customers while supporting branch operations. In this role, you will handle a wide range of customer transactions, including deposits, withdrawals, payments, and account maintenance, in accordance with bank policies and regulatory requirements. The Customer Relations Specialist builds trusted relationships by understanding customer needs, providing product knowledge, and offering guidance to help customers achieve their financial goals. This position also supports daily branch operations, ensures transactional accuracy, and maintains compliance with all applicable laws and regulations.

Responsibilities and Accountabilities

• Provides efficient, effective and courteous customer service.
• Performs a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags, check cashing, etc.
• In addition to cash handling responsibilities and teller functions, handles more complex inquiries; including opening and closing accounts, performs account maintenance and hands customer inquiries.
• Maintains updated knowledge of Bank's products and services and builds trust with customers by identifying financial goals through established customer experience processes and proactively provides active and guidance to customers to help them meet their goals.
• Follow-up with customers as outlined in the customer experience processes. Works within the established framework to achieve branch targets.
• Ensures the accuracy of activities. Balances transactions and cash at the end of the day and participates in the branch settlement.
• Ensures that transactions are processed and the proper documentation is completed in compliance with applicable laws and regulations, ie. Reg CC and The Bank Secrecy Act, etc.
• Assist in operational and administrative activities of the branch including opening, closing, balancing ATM, mail deliveries and other general customer inquiries.
• Perform all duties in accordance with prescribed regulatory compliance guidelines and as directed by management.
• Other related duties as requested.

Qualifications

• Demonstrated customer service skills
• Must be comfortable performing basic math calculations
• Attention to detail; ability to multi-task
• Strong verbal and written communication skills; possesses professional communication ability including active listening
• Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
• Excellent organizational skills
• Capable of handling sensitive and confidential situations and documentation
• Must be available to work extended and/or weekend hours and attend training as needed
• Must be able to use various types of office equipment, including computer terminal

Education/Training/Experience

• High School Diploma or equivalent
• Six months’ banking or retail cash handling/customer service experience preferred

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.