Senior Relationship Banking Representative

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.

The Senior Relationship Banking Representative serves as a senior frontline representative and relationship partner within the branch. This role delivers a high-quality, end-to-end customer experience by combining strong operational execution with consultative conversations that deepen relationships and support customers' financial goals.

The Senior Relationship Banking Representative is responsible for managing more complex customer interactions, modeling relationship-building behaviors, and supporting branch performance through needs-based solutions, referrals, and consistent advocacy for the customer, while adhering to all bank policies, procedures, and regulatory standards.

Essential Responsibilities:

Customer Experience & Relationship Management:

• Deliver exceptional, personalized service through proactive engagement and consultative conversations. Serve as a senior point of contact for customers, ensuing a welcoming and professional in-branch experience.
• Build trust and loyalty by actively listening, asking thoughtful questions, and understanding customer financial needs and goals.
• Open, service, and close consumer and business deposit accounts while maintaining end-to-end ownership of the customer experience. Support customers with routine and complex service needs, ensuring accuracy and efficiency while educating customers on features, benefits, and tools.
• Address and resolve complex service issues by coordinating with internal partners and operational teams. Follow up on commitments to ensure timely, accurate outcomes.
• Educate customers on digital banking tools, self-service options, and account features to enhance convenience and engagement.
• Support lobby leadership by guiding and managing customer flow while ensuring a welcoming, professional branch environment.

Sales, Advice & Relationship Development:

• Identify opportunities to deepen customer relationships through needs-based recommendations and referrals, using consultative, customer-first approach, and avoidance of pressure-based selling.
• Conduct outbound and inbound outreach to existing and prospective customers to schedule appointments, follow up on needs, and strengthen relationships.
• Participate in branch prospecting activities, campaigns, and community engagement efforts to support business development.
• Partner with branch teammates and internal specialists to deliver comprehensive financial solutions and refer customers for more complex needs.
• Consistently meet or exceed individual and branch sales and referral goals by modeling strong relationship-building behaviors.

Employee & Team Contributions:

• Model customer-first service standards and strong relationship-building behaviors. Collaborate effectively with team members to support branch goals and deliver consistent customer experiences.
• Contribute to a positive, inclusive, and professional work environment.
• Take ownership of personal performance, development, and career progression. Embrace change and support new tools, processes, and initiatives.
• Actively participate in branch meetings and training to enhance knowledge and skills.
• May assist with coaching, mentoring, or onboarding of less experienced team members, as needed.

Operational Excellence, Risk & Compliance:

• Accurately perform teller and platform transactions in accordance with established policies and procedures.
• Maintain accurate documentation and apply customer authentication, due diligence, and regulatory standards to all activities.
• Protect the confidentiality and security of customer and bank information at all times.
• Identify and escalate risk or compliance concerns through appropriate channels. Recognize continuous improvement opportunities for discussion with management. Follow dual control, security protocols, and branch procedures consistently.
• Participate in audits, internal reviews and regulatory requests, as required.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties:

As an integral member of Retail Banking, this position is responsible to provide assistance wherever necessary to help that the Branches and the Bank in achieving their annual goals. This may include supporting transactions, customer inquiries, or traveling to other branches in the area to provide support as needed and to ensure proper staffing and service levels.

Education, Training and Requirements:

• High School Diploma or GED required
• Associate's or Bachelor's degree in Business, Finance, or related field preferred
• Internal product knowledge, teller and platform training
• Reliable transportation

Skills:

• Excellent interpersonal, listening, and consultative communication skills with the ability to instill trust and uncover customer needs
• Demonstrated ability to recommend and cross-sell banking products and services based on customer goals
• High attention to detail with strong documentation accuracy and organizational skills to successfully manage priorities
• Sound judgement and problem-solving skills in a fast-paced, customer-facing environment
• Proficiency in digital tools and Microsoft Office; ability to educate customers on digital banking solutions
• Working knowledge of financial services products, features, benefits, and applicable policies and regulations
• Ability to balance sales expectations with customer-first, relationship-based approach
• Must consistently demonstrate the Company's core values: Integrity, Humility, Teamwork, and Excellence

Experience:

• Minimum five (5) years of customer service, banking, or financial services experience normally required
• Experience in relationship-based roles, customer advisory, or portfolio support roles preferred
• All applicants must be 18 years of age or older

Other:

• Ability to work flexible hours based on branch needs
• Travel to nearby branches may be required to support staffing and business needs
• Ability and willingness to travel to training sessions, meetings, professional development programs, and company-sponsored events, as required.

Hours: 40 hours per week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.