Customer Relations Specialist

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 Specialist to deliver exceptional service to customers while supporting branch operations. In this role, you will handle a wide range of customer transactions, including deposits, withdrawals, payments, and account maintenance, in accordance with bank policies and regulatory requirements. The Customer Relations Specialist builds trusted relationships by understanding customer needs, providing product knowledge, and offering guidance to help customers achieve their financial goals. This position also supports daily branch operations, ensures transactional accuracy, and maintains compliance with all applicable laws and regulations.

Responsibilities and Accountabilities

• Provides efficient, effective and courteous customer service. 
• Performs a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags, check cashing, etc. 
• In addition to cash handling responsibilities and teller functions, handles more complex inquiries; including opening and closing accounts, performs account maintenance and hands customer inquiries. 
• Maintains updated knowledge of Bank's products and services and builds trust with customers by identifying financial goals through established customer experience processes and proactively provides active and guidance to customers to help them meet their goals. 
• Follow-up with customers as outlined in the customer experience processes. Works within the established framework to achieve branch targets. 
• Ensures the accuracy of activities. Balances transactions and cash at the end of the day and participates in the branch settlement.
• Ensures that transactions are processed and the proper documentation is completed in compliance with applicable laws and regulations, ie. Reg CC and The Bank Secrecy Act, etc. 
• 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
• Six months’ banking or retail cash handling/customer service experience preferred

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.