Universal Customer Service Representative III

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.

The Universal Customer Service Representative (CSR) III delivers a comprehensive range of banking services within the branch environment. This role is responsible for deepening existing customer relationships, cultivating new ones through consultative engagement, and providing exceptional customer service in alignment with established policies and regulatory requirements. The Universal CSR III exercises strong independent judgment, supports branch leadership, and trains staff. This senior level position typically requires 3–5 years of prior experience as a Universal CSR, with a demonstrated record of relationship development, operational accuracy, and customer satisfaction.

Reports to: Branch Service Officer

Supervises: May Include CSA, CSS, or junior Universal CSR Roles.

Requirements

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.
• Maintain a professional presentation, strong communication skills, and a positive, solution first mindset.
• Work collaboratively with internal and external teams to resolve customer and operational issues.
• Expert knowledge to initiate and manage consultative, needs based interactions designed to retain existing relationships and appropriately cultivate new relationships, refer to lending or treasury partners when specialized needs are identified.
• Maintain strong product knowledge to support digital adoption and customer education.
• Perform outreach to identify additional opportunities and deepen relationships when appropriate; follow up to address needs, close service loops, and support initiatives.

Teller Transactions & Cash Handling

• Expert knowledge in processing all monetary transactions accurately for customers and in accordance with the Teller Job Standards.
• Demonstrate expert proficiency in processing routine and complex transactions including:
• Checking and savings deposits and withdrawals
• Negotiable items and foreign checks
• Stop payments, Holds and account check backs
• U.S. Savings Bond redemptions
• Customer loan inquiries and loan payments
• Issue receipts and ensure transactions are completed in accordance with policies, procedures, and Customer Service Standards.
• Sell cashier’s checks, and redemption of government bonds.
• Expert in input, review, and approval of wire transfer forms.
• Ability to exercise independent judgment while working with established check cashing guidelines.
• Support ATM processing where applicable
• Balance teller cash drawer daily and in accordance with Teller Job Standards; monitor and manage losses/errors and assist with resolution and coaching.
• Complete branch balancing and end of day reconciliation; support opening and closing procedures.
• Maintain proper security of cash drawer, assigned keys and all negotiable items and work areas are clean at the end of the business day.
• 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.
• Accurately complete weekly incoming and outgoing cash shipments in dual custody, and order vault cash within the set branch limits, when necessary.
• May schedule work assignments to ensure coverage and operational efficiency.

Compliance, Risk & Fraud Prevention

• Expert in debit card order processing and replacements. Demonstrates expert knowledge to accurately input debit card disputes using Finboa with high quality documentation, routing, and timeline adherence.
• Advise on Regulation CC edge case hold…