Director Credit Card Customer Service Jobs (NOW HIRING)

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 Director of Credit Risk Review is responsible for leading the independent credit review function for a mid-sized, regional bank with diversified commercial and retail lending portfolios. This role ensures the integrity of the Bank’s credit risk management framework by independently evaluating asset quality, underwriting practices, risk ratings, and adherence to internal policies and regulatory expectations. The Director will provide objective assessments to senior management and the Board of Directors’ Risk Committee, identifying emerging risks, portfolio trends, and opportunities to strengthen credit risk governance.

• Lead and manage the Credit Risk Review (CRR) function as an independent second/third line of defense aligned with regulatory expectations (e.g., SR 13 3 / OCC guidance).
• Develop and execute a risk-based credit review plan covering commercial, CRE, C&I, consumer, and residential portfolios.
• Report regularly to executive management and the Board Risk Committee on credit quality, risk rating accuracy, and emerging risks.
• Ensure independence from the credit approval and portfolio management functions.

• Assess the quality of credit exposures across:
• Commercial Real Estate (CRE)
• Commercial & Industrial (C&I)
• Small Business / SBA
• Retail portfolios (mortgage, home equity, auto, unsecured)
• Evaluate portfolio trends, concentrations, and risk appetite alignment.
• Identify and elevate systemic weaknesses in underwriting, structure, or policy adherence.

• Oversee periodic loan reviews to validate:
• Risk ratings / internal credit grading accuracy
• Borrower financial performance and repayment capacity
• Collateral valuation and monitoring
• MIS for commercial and retail lending asset quality and underwriting trends
• Ensure timely identification of criticized/classified assets.
• Perform root-causes analysis on credit issues and losses.

• Ensure compliance with:
• Interagency Guidelines Establishing Standards for Safety and Soundness
• OCC/FRB guidance on credit risk review and asset quality
• CECL-related credit quality inputs (as applicable)
• Evaluate effectiveness of credit policies, underwriting standards, and risk management practices.
• Support regulatory examinations and internal audit coordination.

• Develop robust reporting on:
• Risk rating accuracy and migration trends
• Criticized and classified asset levels
• Portfolio stress indicators and early warning signals
• Leverage analytics to enhance risk identification and monitoring.
• Provide actionable insights, not just findings.

• Track and validate remediation of identified findings.
• Recommend enhancements to underwriting, monitoring, and credit risk governance.
• Promote best practices across commercial and retail lending teams.

• Lead, mentor, and develop a team of credit review professionals.
• Set performance expectations and ensure high-quality, consistent reviews.
• Foster a culture of independence, accountability, and constructive challenge.

• As an integral member of CFSI, this position is responsible to provide assistance wherever necessary to help the Company in achieving our goals.

Education/Training:

• Bachelor’s degree in Finance, Accounting, Economics, or related field (MBA or CFA preferred).
• 12+ years of progressive credit risk experience, including:
• Commercial and/or retail credit underwriting
• Credit risk management or loan review
• 5+ years in a senior leadership or management role.

Skills:

• Technical Expertise
• Deep knowledge of:
• Commercial lending (CRE, C&I) structures and risk drivers
• Retail credit risk (mortgage, consumer lending)
• Credit risk rating systems and criticized/classified asset frameworks
• Commercial credit scoring models, such as Moody’s RiskCalc
• Retail credit underwriting models and scorecards
• Strong understanding of regulatory expectations for credit review functions.
• Experience with portfolio analytics, stress testing, and CECL preferred.

Leadership & Communication:

• Demonstrated ability to interact effectively with executive leadership and Board members.
• Strong written and verbal communication skills, especially in delivering clear, concise risk assessments.
• Ability to influence without direct authority and maintain independence.

Experience:

• Minimum ten (10) years of progressive experience in all forms of Lending (both commercial and consumer) with knowledge of current portfolio risk management techniques; experience with CRE, C&I, floor plan, agricultural, special assets, and asset based lending is desired.
• All applicants must be 18 years of age or older.

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 Affir 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 $106,000.00/Yr.

Maximum: USD $196,775.00/Yr.