Customer Service Representative

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 Customer Service Representative plays a key role in delivering accurate, timely, and professional support to both internal and external customers regarding a wide range of loan servicing topics. This position requires a comprehensive understanding of consumer, mortgage, and commercial loans, as well as related operational processes such as payments, escrow, amortization, payoffs, and account maintenance.

Essential Responsibilities:

• 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.
• Serve as the first line of support for incoming telephone inquiries from customers, branch staff, and internal departments regarding loan accounts, including payoffs, payment histories, billing disputes, escrow accounts, amortization schedules, interest calculations, and more
• Research and resolve complex account issues, perform necessary loan maintenance, and communicate resolutions clearly and professionally
• Reorder coupon books and process installment loan payment deferments, including due date changes, in accordance with bank policy and customer requests
• Respond to and document requests related to automatic funds transfers (AFTs), ACH payment activity, deceased borrower procedures, and account adjustments
• Prepare and send customer correspondence related to loan servicing inquiries, account updates, or other transactional needs
• Respond to and fulfill loan information requests received from government agencies, financial institutions, and legal representatives
• Coordinate and collaborate with other departments and team members to ensure accurate information flow and efficient service resolution
• Utilize loan servicing systems, document imaging platforms, and Microsoft Office tools to process, track, and report work activities
• Maintain working knowledge of consumer protection laws and regulations including but not limited to FCRA, SCRA, MLA, RESPA, SII as well as internal loan servicing procedures
• Participate in departmental projects or initiatives as needed and contribute toward continuous process improvement
• Maintain a high level of professionalism and customer service, balancing empathy and compliance in every interaction

Ancillary Duties:

As an integral member of the Loan Operations Department, this position is also responsible to provide assistance wherever necessary to help the Loan Operations Department and the Bank in achieving their annual goals.

Education, Training and Requirements:

• Associates Degree in Business or Finance preferred (or equivalent relative work experience)
• All applicants must be 18 years of age or older

Skills:

• Strong verbal and written communication skills with a professional, customer-focused demeanor
• Excellent attention to detail, time management, and organizational skills
• Ability to multi-task and work effectively in a fast-paced, high-volume environment
• Proficient in Microsoft Office, especially Word and Excel
• Strong data entry, computer navigation, and system documentation skills
• Solid research, problem-solving, and critical thinking abilities
• Team-oriented with a collaborative approach to achieving goals

Experience:

• One-year experience in customer service or related financial services role normally required
• Experience in loan operations or loan support functions a strong plus

Hours: 40 hours/week

Compensation: Commensurate with experience plus potential for annual merit increase. In addition to your competitive salary, you will be rewarded benefits including: 11 paid holidays, paid vacation, Medical, Vision & Dental insurance, 401K with generous match, Pension, Tuition Reimbursement, Banking discounts and the list goes on!

Physical Requirements:

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 stand, walk or sit. Use hands and fingers, handle or feel, reach with hands or arms, and speak and hear. The employee may occasionally be required to lift and or move up to 25 pounds. Specific vision abilities required by this job include close vision, and the ability to focus.

The Company is an Affirmative Action, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, citizenship status, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state or local law.

The Company will make reasonable accommodations for qualified individuals with a disability. If you have a physical or mental impairment and would like to request an accommodation with respect to the application process, please contact the Human Resources Department.