Customer Relations Associate

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch-every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values-they're how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Position Summary

Cornerstone Bank is seeking a Customer Relations Associate to provide friendly, accurate, and efficient service to customers while supporting daily branch operations. This role is responsible for processing routine banking transactions, answering customer inquiries, and building strong relationships by understanding customer needs and connecting them with appropriate bank products and services. The Customer Relations Associate plays a key role in ensuring operational accuracy, maintaining regulatory compliance, and upholding Cornerstone Bank's commitment to serving customers, colleagues, and the community with professionalism and care. This role is based at our banking center in Athol, MA.

Responsibilities and Accountabilities

• Provides efficient, effective and courteous customer service.
• Perform a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags; check cashing; may assist customers with more complex inquiries.
• Maintain updated knowledge of Bank's products and services.
• Build trust with customers by identifying opportunities to deepen customer relationships and refer customers to appropriate team members.
• Ensures the accuracy of activities.
• Balance transactions and cash at the end of the day and participate in the branch settlement.
• Assist in operational and administrative activities of the branch including opening, closing, balancing ATM, mail deliveries and other general customer inquiries.
• Perform all duties in accordance with prescribed regulatory compliance guidelines and as directed by management.
• Other related duties as requested.

Qualifications

• Demonstrated customer service skills
• Must be comfortable performing basic math calculations
• Attention to detail; ability to multi-task
• Strong verbal and written communication skills; possesses professional communication ability including active listening
• Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
• Excellent organizational skills
• Capable of handling sensitive and confidential situations and documentation
• Must be available to work extended and/or weekend hours and attend training as needed
• Must be able to use various types of office equipment, including computer terminal

Education/Training/Experience

• High School Diploma or equivalent
• Three to six months' banking or retail cash handling/customer service experience

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.


NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.


Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.