Best Practices, Business Development, Call Centers, Call Volume, Coaching, Commercial Banking, Communication Skills, Community Banking, Compensation and Benefits, Consulting, Cross-Functional, Customer Escalations, Customer Relations, Documentation, Finance, Financial Planning, Financial Services, Financial Systems, Interpersonal Skills, Investment Management, Legal, Lift/Move 25 Pounds, Physical Demands, Retail Banking, Retirement Plan, Risk Management, Scripting (Scripting Languages), Telephone Skills, Training Program Development, Wealth Management, Willing to Travel
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
The Retirement Solutions Consultant serves as a key contributor to BPAS' retirement services strategy, focused on participant engagement, asset retention, and expansion of IRA and financial planning services. This role blends proactive outreach, retirement education, and program development, acting as a concierge resource to participants navigating post-employment retirement decisions.
Essential Duties:
- IRA Business Development & Participant Outreach
- Conduct proactive outbound calls to terminated plan participants and other targeted groups to drive IRA retention opportunities
- Utilize established call scripts and outreach strategies; continuously refine approach through coaching and best practices
- Identify opportunities for more complex client needs and escalate/referral to senior team members or affiliated entities (e.g., NFG)
- Maintain documentation of participant interactions and follow-up actions
- Retirement Plan Training & Credential Development
- Complete structured training in retirement plan fundamentals and participant engagement
- Pursue entry-level ASPPA designation and other relevant certifications (e.g., CFP pathway, as appropriate)
- Develop foundational expertise in retirement plans, rollovers, and participant decision-making
- Guided Assist Program Development
- Support the design and implementation of a "guided assist" participant support model
- Collaborate cross-functionally to develop interim program solutions while longer-term technology capabilities are built
- Ensure all participant interactions adhere to required legal disclaimers and participant consent standards
- Financial Planning Capability Launch
- Assist in the development and rollout of a basic financial planning offering for participants
- Support evaluation and implementation of planning tools and software
- Coordinate delivery of initial planning outputs, while referring more complex planning needs to specialized advisors
- Referral Management (Nottingham / Advanced Cases)
- Identify and refer higher-net-worth or complex participant needs to Nottingham or other appropriate channels
- Ensure all referrals are properly documented and compliant with participant authorization requirements
- Participant Education & Outreach
- Support and occasionally lead retirement education meetings (virtual and in-person)
- Deliver participant-facing sessions covering retirement options, plan distributions, and financial wellness topics
- Travel within designated regions (e.g., New England) as needed
- Participant Concierge / Service Support
- Serve as a primary contact point for participant inquiries generated from call center, education sessions, or digital channels
- Guide participants through available tools (guided assist, financial planning resources, IRA options)
- Partner with internal teams to ensure a seamless participant experience
Qualifications
Education, Training, Experience, and Skill Requirements:
Required
- Bachelor's degree in business, finance, or related field (or equivalent experience)
- Strong interpersonal and communication skills (especially phone-based engagement)
- Ability to manage a high volume of outbound calls and follow-ups in a structured environment
Preferred
- Prior experience in financial services, call center, or client-facing roles
- Exposure to retirement plans (401(k), IRA, etc.)
- Interest in pursuing ASPPA, CFP, or similar credentials
Other Job Information
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.
Minimum
USD $62,400.00/Yr.
Maximum
USD $88,000.00/Yr.