Customer Service Associate

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 Associate I (CSA I) is an entry‑level teller role designed to provide foundational training and experience in banking operations. Under direct supervision and in a structured training environment, the CSA I performs basic teller activities, including receiving, paying out, and accurately recording customer transactions. This role is regularly evaluated to assess skill development, accuracy, and readiness for advancement to the CSA II position.

Prior cash handling experience is preferred. The successful candidate demonstrates basic math aptitude, organizational skills, attention to detail, and a strong commitment to customer service.

Reports to:

Branch Service Officer, Supervises: N/A

• Provide 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.
• Interact professionally with customers while building foundational customer service and communication skills.
• Apply active listening to understand customer goals and recommend services that enhance their banking experience; work with other team members or supervisors to enhance knowledge of bank products and services.
• Refer customer questions, non‑standard requests, or unclear instructions to a supervisor without making assumptions.

• Accurately process all basic monetary teller transactions under direct supervision for customers in accordance with the Teller Manual.
• Assist with routine checking and savings account transactions as authorized with verified signatures and within the appropriate deposit processing guidelines.
• Issue receipts, confirm transaction accuracy, and ensure proper recordkeeping.
• Sell cashier’s checks; accept loan payments; wire transfer requests and process mail under supervision.
• Learn proper handling of negotiable items, including endorsement verification.
• Learn to exercise independent judgment while working with established check‑cashing guidelines.
• Maintain proper security of cash drawer, assigned keys, and all negotiable items; ensure 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.
• Maintain complete and accurate transaction records in accordance with Teller Job Standards.
• Adhere to authority limits plus bank policy and procedures to assure accurate cash handling and minimize time and effort to locate outages.

• Learn to identify common red flags such as unusual activity, third‑party callers, or elder abuse indicators; elevate all concerns to a supervisor.
• Understand the purpose of deposit holds under Regulation CC and learn to process holds and stop payments under supervision.
• Understand Currency Transaction Reports (CTRs) exist and assist with preparation under supervision, without completing or interpreting forms independently.
• Know not to “advise” customers on structuring.
• Understand that monitoring systems screen for sanctions and elevate potential matches immediately.
• Follow identity verification procedures consistently; ensure required documentation is present for customer updates; elevate mismatches.
• Route Regulation E cases to the appropriate team.
• Follow established procedures for fraud prevention, internal controls, proper document handling, bank policies, and regulatory requirements.
• Follow all privacy, confidentiality, and security requirements.
• Protect customer data by following…