JOB DESCRIPTION

Position Title: Floating Relationship Specialist

FLSA Status: Non-Exempt

Department: Retail

Location: Canton

Reports to: Relationship Specialist Supervisor

Supervises: None

Travel: Moderate

Date Last Revised: July 27,2026

**This document in no way states or implies that these are the only duties to be performed by the employee occupying this position. **

POSITION SUMMARY:

The Floating Relationship Specialist is a developmental dual-role position designed to provide comprehensive knowledge and experience in both the Relationship Center and Retail Banking. During the first twelve (12) to eighteen (18) months, the employee will primarily serve as a Relationship Specialist while also providing coverage as a Floating Relationship Banker, developing a strong understanding of the Bank's products, services, services, technology, and customer relationship philosophy through both phone and in-person interactions.

This position is responsible for delivering exceptional service to internal and external customers, efficiently resolving customer inquiries, supporting retail branch operations as needed, and promoting the Bank's products and services. The employee will receive cross-training in Relationship Center operations, Active Teller technology, retail branch processes, and relationship-building techniques to prepare for long-term success.

Upon successful completion of the developmental period, including demonstrated proficiency in the required knowledge, skills, and performance expectations, the employee will transition into a full-time Relationship Banker position in the Potsdam Office. Throughout the developmental period, the employee is expected to demonstrate adaptability, professionalism, teamwork, and a commitment to providing an exceptional customer experience while supporting the Bank's operational needs.

Essential Functions:

• Utilize knowledge of the Bank’s products and services to efficiently serve the incoming customer calls in a service-oriented manner. 
• Manage and utilize time efficiently to ensure service level requirements are met.
• Effectively and efficiently provide a complete range of customer service over the phone.
• Provides an exceptional customer experience by delivering prompt, accurate, and professional service through Active Teller on the ITM. 
• Demonstrates the Bank’s service standards by building customer relationships, resolving customers needs and creating positive interactions during every engagement.
• Maintain extensive knowledge of the policies, procedures, and products of the bank to provide accurate answers for customer.Provide customer service through both the Relationship Center and Retail Branch locations as assigned.
• Serve as a Floating Relationship Banker to provide staffing support across retail branches as operational needs require.
• Complete a structured developmental training program designed to prepare for a permanent Relationship Banker role.
• Demonstrate proficiency in Active Teller operations, Relationship Center systems, branch operations, and relationship-building techniques.
• Build customer relationships by identifying financial needs and recommending appropriate Bank products and services.
• Travel to branch locations as needed to provide operational support and training.
• Coordinate with appropriate departments to meet customer’s needs in a timely and professional manner. 
• Create and follow up with Insight Contact Management events.
• Take a sales-oriented approach to customer service. 
• Maintain open communication with Bank employees and report any errors to Department Supervisor.
• Completion of all mandatory training.
• Other duties as deemed appropriate and required.

Performance Factors

Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and strives to keep absences minimal. Employee can be depended upon to complete work in a timely, accurate, and thorough manner and is conscientious about assignments.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside of the Bank.

Relationships with Others: The employee works effectively and relates well with others including supervisors, colleagues, and individuals inside and outside the Bank. The employee exhibits a professional manner in dealing with others and works to maintain constructive working relationships.

EDUCATION, EXPERIENCE, and SKILLS:

Education:

High School Diploma or equivalent

Experience:

Experience working with the public is desired

Experience answering a multi-line phone system is helpful

Experience in a financial institution 

Skills:

Excellent interpersonal communication skills

Excellent verbal and written communication skills

Excellent research skills and the ability to effectively communicate conclusions and recommendations

Excellent understanding and knowledge of bank products and services

AMERICANS WITH DISABILITIES SPECIFICATIONS

Physical Demands

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 sit for extended periods of time; walk; stand; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch; talk or hear. The employee may occasionally be required to lift and/or move up to 25 pounds.

Work Environment

Work environment characteristics 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 is not exposed to weather conditions. The noise level in the work environment is usually moderate.

I have received and read this job description and acknowledge that I am able to perform the essential functions of this job with or without reasonable accommodation.

Name__________________________

Signature_______________________

Date___________________________

Receipt of this job description in no manner constitutes an offer of employment.