Universal Customer Service Representative III

Universal Customer Service Representative (CSR) III

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 35 years of prior experience as a Universal CSR, with a demonstrated record of relationship development, operational accuracy, and customer satisfaction.

Duties and Responsibilities:

• 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.
• 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 checkbacks
• U.S. Savings Bond redemptions
• Customer loan inquiries and loan payments
• 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.
• 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 scenarios (repeated returns, suspect items, non-local risk); ensure consistent branch application. Review and complete hold notices accurately.
• Ensure accurate, consistent product and fee explanations; identify gaps in disclosures per Regulation DD; expert in understanding the TISA disclosure and quoting the APY vs. interest rate.
• Identify complex red flags (structuring, money mule indicators, funnel accounts, unusual cash/check patterns); expert in completing and reviewing CTRs accurately according to bank procedures and initiating SAR referrals when appropriate.
• Knows not to "advise" customers on structuring.
• Lead GLBA/Privacy practices at the desk level; enforce authentication, least information, and clean desk standards
• Review scripts, signage, and promotions for clarity and fairness; advise leadership on risk language to avoid UDAAP exposure.
• Distinguish probable OFAC false positives vs. potential true matches; document and escalate accurately.
• Lead response steps for data incidents (containment, notification per policy, documentation); notify Bank Security Officer as required.
• 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.
• Protect customer data and follow authentication protocols.
• Positive Pay services and fraud prevention measures
• Make NSF decisions as a backup for the BSO when authorized.
• Demonstrate sound risk management for teammate approvals within assigned limits.
• Ensure compliance with regulatory, audit, and internal risk standards including:
• Risk management documentation (Affidavit of Alteration, WSUD, and related forms)
• Legal processes (garnishments, subpoenas) with correct forwarding and controls
• Maintain product knowledge to support customer education and appropriate solution introduction.
• Required to open new accounts, including:
• Personal accounts
• Business accounts
• Specialized relationships (trusts, estates, and fiduciary accounts)
• Manage third party access (conservatorships, representative payees), POAs, and authorized signer changes per policy; avoid oversharing; document consent; escalate discrepancies to the supervisor.
• Identify high risk categories (MSBs, cash intensive businesses, real estate investors) and escalate with proper documentation; apply BSA risk rating concepts.
• Manage the branch operations queue and complete daily operational reports.
• Perform full account maintenance, including updates, corrections, checkbacks, and account closures.
• Process account documentation through Center Doc, including:
• Center Doc BSO transactions
• Uploading and indexing documents
• Complete required certification tasks and operational documentation on schedule. Identify errors and provide any necessary training as required.
• May perform consumer lending activities within delegated authority (loan intakes, disclosures, documentation, funding support); respond to loan inquiries and process related payments; refer when necessary.
• Perform notary services as authorized.
• Perform digital administration tasks (password resets and account lock/unlock) and, where permitted, more advanced business digital administration.
• Provide operational guidance and knowledge sharing across the branch; collaborate with branch leadership on workflow, coverage, and efficiency.
• Provide input for performance appraisals and coaching discussions.
• Participate in hiring processes as needed, train, mentor, and support CSA, CSS, and Universal CSRs.
• Maintain expert proficiency through continuing education and cross training, mentor junior staff.
• 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:

• A thorough understanding of Deposit and Loan Products and Bank services.
• Strong communication (written and oral) and organizational skills.
• Strong interpersonal skills and ability to develop rapport with people.
• Ability to work within and foster a team environment and effectively train coworkers.
• Demonstrates a high level of accuracy and attention to detail.
• Ability to manage multiple priorities and achieve results according to branch priority.
• Ability to look and project a professional image.
• Advanced operational mastery across transactions, holds, disputes, Positive Pay, wires, and legal processes.
• Relationship focused