Customer Service Specialist II

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 disclosure and correctly quote the APY vs. interest rate as required by Regulation DD.
• Process holds and stop payments in compliance with bank procedures.
• 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).
• Recognize SAR referrals and forward appropriate information to the compliance department.
• Obtain additional documentation when risk indicators are present for CIP and Know Your Customer (KYC) (e.g., address anomalies, frequent international wires).
• Apply authentication, call back, and data sharing rules; use least information principles.
• Distinguish likely false positives; document and escalate potential true OFAC hits with necessary case details.
• Support compliance with bank policies, procedures, and regulatory requirements.
• Assist with Positive Pay inquiries and services.
• Basic understanding of supporting legal account actions including garnishments and subpoenas; refer to operations support department.
• 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

• Engage in meaningful service conversations to understand customer goals and introduce relevant services where appropriate.
• Learn and assist with new account processing under supervision (sit with PB/BSO to learn interview process and consumer new account console) after demonstrating proficiency in other CSS II tasks.

Documentation & Operational Support

• Perform a variety of clerical duties to support daily branch operations.
• Review daily operational, DDA, and savings exception reports to ensure completeness, accuracy, and timely processing.
• Provide operational support to ensure branch efficiency and service continuity.
• Support the branch operation queue workflows and operational tasks as assigned.
• Research, reconcile, and correct customer and clerical discrepancies.
• Assist with branch opening and closing procedures.
• Perform account maintenance functions, including account checkbacks and closures.
• Upload and manage customer documentation through Center Doc.
• Learn and understand how to complete branch certifications.
• Perform safe deposit box functions 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 in accordance with the Employee Handbook.
• Perform special projects or other duties as assigned.

Skills and abilities required:

• Teller transactions and balancing.
• Negotiable items and endorsement validation.
• Center Doc new account processing and document uploading.
• Strong verbal and written communication skills.
• Customer focused, solutions-oriented mindset.
• Professional appearance and conduct.
• Attention to detail and accuracy.
• Ability to work independently with guidance.
• Team collaboration and cross functional coordination.
• Intermediate experience in customer service and banking operations.
• Demonstrated ability to handle routine operational and customer issues independently.
• Growing proficiency in banking systems, procedures, and compliance requirements.

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.