Customer Service Specialist , II or 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 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.

Reports to: Branch Service Officer Supervises: N/A

• 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.

• 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

• Follow all bank policies, procedures, and regulatory requirements.
• Perform customer authentication correctly; collect and validate required IDs for account changes; stop and escape 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); elevate promptly.
• Understand and accurately…