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 Teller serves as a frontline representative of the bank and plays a key role in delivering a welcoming, accurate, and customer-focused banking experience. This position is responsible for processing financial transactions, maintaining cash accuracy, and supporting customers with everyday banking needs.
The Teller actively listens to understand customer needs, provides information on products, services, and digital tools, and makes appropriate referrals to branch partners. This role requires strong attention to detail, adherence to security and compliance standards, and a commitment to creating a positive customer experience while supporting the operational integrity of the branch.
Essential Responsibilities:
Customer Experience & Service Delivery:
- Serve as a welcoming and professional first point of contact for customers entering the branch.
- Provide friendly, accurate, and efficient service while processing routine financial transactions, including deposits, withdrawals, payments, and check cashing with verification of customer identity and available funds.
- Engage customers in need-based conversations to understand how the bank can service their transactional needs.
- Identify opportunities to direct customers to appropriate team members for additional services or solutions.
- Educate customers on digital banking tools and self-service options to enhance convenience and confidence.
- Assist with routine inquiries and concerns, escalating to more complex issues as appropriate.
- Support lobby management by helping guide customers to the right team member or service area.
- Answer incoming telephone calls promptly and professionally, directing inquiries and providing assistance in accordance with bank standards.
Sales, Advice & Referrals:
- Engage customers in needs-based discussions to identify appropriate banking solutions without pressure-based selling.
- Partner with branch team members to connect customers with specialists for more complex financial needs.
- Support branch goals by consistently modeling strong service behaviors and effective customer engagement.
Employee & Team Contributions
- Collaborate effectively with team members to support branch operations and customer experience goals.
- Support branch operations by assisting with customer flow, lobby engagement, and routine operational tasks as needed.
- Contribute to a positive, inclusive, and respectful work environment.
- Take ownership of personal development and adapt positively to new tools, processes, and initiatives.
Operational Excellence, Risk & Compliance:
- Perform all teller transactions with precision and balance cash drawer within established guidelines.
- Protect customer and bank information at all times and follow all security, authentication, and dual-control procedures.
- Remain alert to unusual or suspicious transactions or behaviors, follow fraud-prevention procedures, and escalate concerns to appropriate team members to help protect customers and the bank.
- Adhere to branch operating standards, including opening/closing procedures, cash handling protocols, and documentation requirements.
- Support internal audits, reviews, and regulatory requests as needed.
- 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.
Other Duties:
- Provide support to other branches as needed to ensure proper staffing levels.
- Perform other related duties as assigned or directed to support branch and bank objectives.
Ancillary Duties:
As an integral member of Retail Banking, this position provides assistance wherever necessary to help the Branches and the Bank achieve annual goals. Travel to other branches may be required to support staffing and business needs.
Qualifications
Education, Training and Requirements:
- High School Diploma or GED required
- Ability to complete internal teller and product training
- Ability to attend a 5-7 day initial training program, which may involve overnight travel depending on distance; the company covers or reimburses applicable travel expenses, such as mileage and lodging
- Valid driver’s license and reliable transportation
Skills:
- Excellent interpersonal, listening, and communication skills with the ability to create positive customer interactions
- Strong attention to detail with accurate and proficient math skills
- Clear thinking, sound judgement, and the ability to stay focused in a fast-paced environment
- Ability to follow established procedures, prioritize tasks, and maintain confidentiality
- Comfort using computers, digital tools, and standard office applications; ability to learn and navigate banking systems
- Ability to build trust, demonstrate professionalism, and maintain composure during sensitive or involved customer situations
- Ability to identify customer needs and direct towards appropriate bank products and services
- Must consistently demonstrate the Company's core values: Integrity, Humility, Teamwork, and Excellence
Experience:
- Prior customer service and/or banking experience preferred
- Demonstrated ability to work directly with customers in a service or problem-solving capacity
- All applicants must be 18 years of age or older
Other:
- Ability to work flexible hours based on branch needs
- This position is designated as a rotating role and requires regular travel to multiple branch locations within the region. Reliable transportation is required, and mileage is reimbursed according to company policy. Flexibility in scheduling and adaptability to different branch environments is essential, including coverage on short notice.
