Customer Service Specialist II

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Job Type

Full-time

Description

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.

Requirements

General summary:

The Customer Service Specialist II (CSS II) performs a broad range of clerical, customer service, and operational support duties while demonstrating strong product knowledge to effectively identify customer needs, recommend appropriate solutions and contribute to business growth and development. This role serves customers both in person and by telephone, supports teller operations, and performs safe deposit duties as assigned. This position ensures accurate processing of customer records, reviews exception and daily operational reports, resolves routine to moderately complex customer issues, and actively promotes bank products and services.

The CSS II works with limited supervision and exercises sound judgement when addressing customer needs and operational discrepancies.

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.

* Engage in meaningful service conversations to understand customer goals and introduce relevant services where appropriate.

* Assist customers with statement balancing, special statements, and address changes

* Respond to customer questions and service requests; resolve issues within authority and refer irregular or complex matters to a supervisor.

* Maintain professional presentation and a positive, solution first mindset.

* Collaborate effectively with branch staff, back-office teams, and external partners.

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

* Assist with ATM processing where applicable.

* Accurately complete weekly incoming and outgoing cash shipments in dual custody and assist with ordering vault cash within the set branch limits with supervision.

* May need to assist with balancing vault cash at end of day under dual custody.

* 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.

* Process mail transactions and night deposit bags.

* Sell cashier's checks, redemption of government bonds; accept loan payments; wire transfer requests, including accurate and timely input and completion with little to no supervision.

* 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.

* Ability to exercise independent judgment while working with established check cashing guidelines

* Complete branch balancing activities with oversight.

Compliance, Risk & Fraud Prevention

* Proficient knowledge to accurately intake consumer Regulation E EFT error claims through Finboa; under established guidelines

* Explain Regulation CC exception/large check holds determined by the supervisor or senior teller. Begin to understand UDAAP exposure.

* Accurately read the TISA…