Relationship Manager - Nottingham Direct Team

Job Description

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.

Responsibilities

We are seeking a highly motivated and client-focused Relationship Manager to join our team to serve as the primary point of contact for clients in our Nottingham Investment Services Direct Channel. The Relationship Manager will serve as the primary point of contact for a portfolio of clients, delivering a high-quality service experience through remote channels such as phone, video conferencing, email, and secure messaging. This role is ideal for a service-oriented professional with strong financial acumen, excellent communication skills, and a passion for building lasting client relationships in a digital-first environment.

RESPONSIBILITIES:

Client Relationship Management

• Serve as the dedicated relationship manager for a defined group of clients, managing all aspects of the client relationship virtually
• Act as a trusted advisor, understanding each client’s unique financial goals, preferences, and life circumstances
• Proactively engage with clients on a regular basis to ensure satisfaction, retention, and growth of the relationship

Service & Support

• Provide prompt, accurate, and tailored responses to client inquiries and requests through virtual channels
• Coordinate with internal departments (e.g., operations, compliance, investment teams) to resolve issues and fulfill client needs efficiently

Financial Guidance & Cross-Selling

• Identify opportunities to deepen client relationships by cross-selling financial products and services that align with their goals
• Conduct financial reviews and recommend strategies in collaboration with financial advisors, portfolio managers, or product specialists

Digital Engagement

• Leverage digital tools and platforms to enhance the virtual client experience
• Educate clients on digital banking and investment services to encourage adoption and self-service

Compliance & Documentation

• Ensure all client interactions and transactions comply with regulatory standards and internal policies
• Maintain accurate and up-to-date client records and meeting notes in CRM systems

Qualifications

REQUIREMENTS:

• 3-5 years of prior experience in financial services, preferably in a client-facing role
• Registrations: SIE, Series 7, 66 (or 63 and 65), Life, Accident and Health Insurance license
• Strong understanding of investment products, financial planning concepts, and banking services
• Detail oriented with superior organizational skills and ability to prioritize
• Proven track record of building and managing client relationships 
• Strong understanding of investment products, financial planning concepts, and banking services
• Excellent verbal and written communication skills
• Comfortable working in a fast-paced, technology-driven environment
• High level of emotional intelligence, empathy, and professionalism
• Expert knowledge of basic personal computer, MS Office (e.g., Word, Excel, PowerPoint) and internet applications
• Experience with CRM platforms 
• Familiarity with virtual communication tools (Zoom, Microsoft Teams, secure messaging platforms)
• Team player with the ability to collaborate with others
• Goal oriented, self-motivated and results driven
• Commitment to excellence and a high level of integrity

WHAT WE OFFER:

• Competitive base salary plus performance-based incentives
• Comprehensive benefits package (health, dental, 401(k), etc.)
• Opportunities for professional development and career advancement
• A supportive, team-oriented virtual work environment
• Tools and resources to engage clients digitally with excellence