Relationship Banking Representative Rotating

Community Financial System, Inc.; Town of Oneonta (NY); On-site; USD 42,000 - 56,000; Full time

Job summary

Community Financial System, Inc. (CFSI) is seeking a Relationship Banking Representative to join our frontline team. You will deliver a consistent, customer-centric banking experience by handling teller and desk tasks, educating customers on products, and guiding digital banking adoption.

This role emphasizes listening to customer needs, building trust, processing transactions, opening accounts, and coordinating with partners to resolve issues while adhering to policies and security standards.

Qualifications

• Experience in frontline banking or retail customer service.
• Ability to open/close accounts and process inquiries.
• Strong listening and problem-solving skills.
• Comfort with digital banking tools and self-service options.

Responsibilities

• Deliver a welcoming, professional customer experience during every interaction.
• Listen to understand needs and educate customers on products and digital tools.
• Open new accounts, process transactions, initiate transfers, and handle service requests.
• Refer customers to specialists for more complex financial needs.
• Collaborate with branch partners to meet branch goals and provide referrals.
• Take ownership of personal performance, development, and continuous improvement.

Skills

Customer service

Communication skills

Interpersonal skills

Multi-tasking

Education

High school diploma or equivalent

Tools

CRM software

Job description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our 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. Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day. To ensure our people can enjoy long and successful careers here at CFSI, we offer 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.

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our 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. Just as our employees are committed to helping our customers manage their finances, we're committed to our employees. After all, they make it happen for our customers every day. To ensure our people can enjoy long and successful careers here at CFSI, we offer 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.

Responsibilities

The Relationship Banking Representative serves as a frontline ambassador of the bank and plays a critical role in delivering a consistent, customer-centric, end-to-end banking experience. This position flexes across teller and desk responsibilities, combining accurate transaction execution with consultative conversations that build trust and deepen relationships. The Relationship Banking Representative actively listens to understand customer needs, educates customers on products, services, and digital tools, and provides thoughtful guidance or referrals that support customers' financial well-being, while adhering to all bank policies, procedures, and security standards. Essential Responsibilities:Customer Experience & Relationship Management:

• Deliver a welcoming, professional, and personalized customer experience during every interaction. Serve as a primary point of contact in the lobby, engaging customers proactively and guiding their in-branch journey.
• Build trust by actively listening, asking thoughtful questions, and understanding customers' financial needs and goals.
• Process everyday banking transactions and routine inquiries accurately while maintaining a consultative, customer-first mindset. Open new accounts, close accounts, initiate wire transfers, and support service requests while educating customers on features, benefits, and tools.
• Assist customers with issues such as balance discrepancies, debit card fraud, and other service needs. Advocate for customers by coordinating with internal partners and operational teams to ensure timely, accurate resolution.
• Educate and guide customers on digital banking tools, self-service options, and best practices to enhance convenience and engagement.
• Manage customer flow and wait times by scheduling, coordinating, or facilitating appointments with appropriate team members.
• Identify customer needs through conversation and observation, recommending appropriate banking solutions without pressure-based selling.
• Generate and manage customer 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.
• Contribute to branch goals by consistently modeling needs-based conversations and relationship-building behaviors.Employee & Team Contributions
• Act as a brand ambassador by modeling quality service in every customer interaction. Collaborate effectively with team members to support branch operations and customer experience goals.
• Contribute to a positive, inclusive, and respectful work environment.
• Take ownership of personal performance, development, and continuous improvement. Adapt positively to chan