Senior Relationship Banking Representative

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.

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…