Customer Service Specialist I

Established in 1998 in Medford, Oregon, People’s Bank of Commerce was formed to provide a community business bank for the southern Oregon area. Since its inception, People's Bank has been providing its customers with superior, responsive and flexible service with a friendly approach. Through conservative solid banking fundamentals and doing right by its customers, employees and community, People's Bank has earned the esteemed reputation as one of the top community banks in Oregon. 

General summary:

The Customer Service Specialist I (CSS I) provides front-line transactional and customer service support while beginning to learn product knowledge to effectively identify customer needs, recommend appropriate solutions and contribute to business growth and development. This role is responsible for accurately processing routine customer account transactions while delivering prompt, courteous, and friendly customer service. The CSS I supports branch efforts through active service conversations, deepening customer relationships through basic bank products, and operates with limited supervision while exercising sound judgment within established policies and procedures. This position services as a foundational role for developing banking, operations, and customer relationship skills.

Organizational relationships:

Reports to: Branch Service Officer Supervises: N/A

Duties and responsibilities:

Customer Service & Communication

• Provide consistent, prompt, friendly service in accordance with the Customer Service Standards and provide courteous and professional communication support, including responding to incoming telephone calls, electronic mail and voice mail.
• Discuss bank services during customer interactions based on expressed needs and questions and refer to appropriate partners
• Maintain professional presentation and demonstrate a positive, solution first mindset.
• Assist with customer loan inquiries and loan payments; wire transfer requests, including accurate and timely input and completion with supervision.

Teller Transactions & Cash Handling

• Accurately process all monetary transactions for customers in accordance with the Teller Manual.
• Proficient knowledge to accurately process routine customer transactions including:
• Checking and savings account deposits and withdrawals with verified signatures and within the appropriate deposit processing guidelines.
• Negotiable items and endorsement verification
• Cashier’s check processing
• Processing debit card orders and replacements
• Foreign check processing
• Redemption of U.S. Savings Bonds
• Process mail transactions and night deposit bags.
• Support ATM processing responsibilities when assigned.
• Issue receipts and ensure transaction accuracy in accordance with policies and procedures.
• Ability to exercise independent judgment while working with established check cashing guidelines.
• Maintain proper security of cash drawer, assigned keys and all negotiable items and work areas are clean at the end of the business day. 
• Complete balancing teller cash drawer daily and in accordance with the Teller Job Standards. 
• Adhere to authority limits plus bank policy and procedures to assure accurate cash handling in the service to customers and minimize time and effort to locate outages.
• Support branch cash controls and transaction accuracy expectations.
• Accurately complete weekly incoming and outgoing cash shipments in dual custody.
• May need to assist with balancing vault cash at end of day under dual custody

Compliance, Risk & Fraud Prevention

• Follow all bank policies, procedures, and regulatory requirements.
• Perform customer authentication correctly; collect and validate required IDs for account changes; stop and escalate any mismatches.
• Explain standard funds availability based on Regulation CC guidelines.
• Accurately read TISA disclosures and correctly quote APY vs. interest rate as required by Regulation DD.
• Assist with Fraud and Risk prevention by accurately processing transactions and forms.
• Identify deeper patterns of common red flags (funnel accounts, mule indicators, third party callers, elder abuse indicators, unusual account activity); escalate promptly.
• Understand and accurately complete the Currency Transaction Report (CTR) and provide SAR referral information to the compliance department as directed.
• Process stop payments and holds with accuracy.
• Accurately intake consumer Regulation E EFT error claims through Finboa; under established guidelines
• Apply authentication, call back, and data sharing rules; use least information principles. 
• Employees are required to understand and follow the Bank’s cybersecurity policies, procedures, and acceptable use standards, and to promptly report any suspected security incidents or risks.
• Required to participate in annual security training and fulfill your role in safeguarding the Bank’s information systems and customer data including adhering to the clean desk standards.
• Knows not to “advise” customers on structuring.

Account & Product Knowledge Development

• Discuss bank services during customer interactions based on expressed needs and questions and refer to appropriate partners.
• Begin to perform basic customer maintenance as required under supervision.

Documentation & Operational Support

• Assist with customer loan inquiries and loan payments; wire transfer requests, including accurate and timely input and completion with supervision.
• Perform basic digital administration tasks, including password reset and account lock/unlock.
• Utilize Center Doc for proper transaction documentation and retention.
• Begin learning the branch operation queue workflows and forward to the appropriate team member if needed and any operational tasks as assigned.

Training, Performance & Workplace Conduct

• Receive ongoing coaching and performance feedback to support development and advancement.
• Participate in structured training and certification programs.
• Attend meetings as requested.
• Consistently arrive at work and return from breaks at scheduled time.
• Maintain daily attendance requirements in accordance with the Employee Handbook.
• Perform special projects or other duties as assigned.

Skills and abilities required:

• Uses approved forms/templates; captures complete notes and documentation.
• Follows identity verification scripts across all channels (phone, chat, email callbacks).
• Executes standard account maintenance changes with required disclosures and consents.
• Recognizes and escalates privacy incidents, suspected fraud, elder abuse, and impersonation attempts.
• Follows job aids and checklists precisely; seeks help on non-standard cases.
• Communicates clearly and compliantly, documents thoroughly.
• Consistently meets regulatory timing for customer notifications within scope.
• Always maintain confidentiality and safeguards customer information.

Education, training, and experience:

• Minimum of 2 years’ experience with cash handling with a good balancing record (previous bank experience required).
• Computer knowledge and familiarity with Microsoft Word, Excel, Outlook, and experience using ten-key by touch.
• Successful completion of a high school diploma or GED. 

Working environment and conditions:

A. Physical Demands:

Lifting (up to 30 Pounds)

Sitting

Walking

Standing

Finger dexterity

B. Mental Demands:

Interaction with staff and customers

Act on own initiative

Work unsupervised to meet deadlines/demands

Problem-solving

May include extended periods of time at the computer terminal

C. Environmental Demands:

Occasional exposure to noise, hazards, fumes, dust or odors associated with office location and external influences

Potentially hazardous conditions associated with financial institutions, i.e. robbery, kidnap, extortion, etc

D. Remote Work Eligibility:

This position is not allowed to work remotely.

Equipment and tools:

A. General office equipment including, but not limited to:

• Personal computer 
• Cell phone 
• eFax
• Voicemail
• Copy machine 
• Calculator
• Telephone
• Document Scanner

B. Computer peripherals, and Microsoft Office software.

People’s Bank Misson, Vision & Values:

At People’s Bank, our work is grounded in our commitment to service, community, and financial empowerment.

Mission:

People’s Bank partners with our customers to support their financial growth and long term prosperity. We deliver exceptional service and provide the financial tools our communities need to thrive.

Vision:

People’s Bank delivers outstanding customer service, strong financial performance, an exceptional work environment, and meaningful community impact.

Values:

• Excellence – We pursue accuracy, professionalism, and continuous improvement.
• Customer Focus – We listen, understand, and act in the best interest of our customers.
• Teamwork – We collaborate, support, and succeed together.
• Commitment to Community – We contribute to the well being and prosperity of our neighbors.

Expectations for All Roles

All employees are expected to model our values by delivering accurate, high quality work, fostering a supportive team culture, prioritizing customer needs, and contributing positively to our community through their daily interactions and decisions.

The above statements are intended to describe the general nature and level or work to be performed. They are not intended to be an all-inclusive listing of all responsibilities, duties and skills required for this position.