Customer Service Specialist 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. 

Requirements

General summary:

The Customer Service Specialist (CSS) III performs advanced clerical, customer service, and operational support functions while demonstrating strong product knowledge to effectively identify customer needs, recommend appropriate solutions and contribute to business growth and development. This role serves as a key point of contact for customer inquiries, supports teller operations, and performs safe deposit duties as assigned. The position ensures accurate processing of customer records, reviews exception and operational reports, resolves customer issues, and promotes bank products and services while delivering prompt, courteous, and professional service. The CSS III exercises sound judgement, handles complex customer requests, and supports branch efficiency and compliance.

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.
• Respond to customer inquiries and requests, resolve routine and unusual issues and refer complex matters to a supervisor.
• Engage in service conversations to understand customer goals and introduce relevant services when appropriate.
• Assist customers with statement balancing, stop payments, and special statement requests.
• Collaborate with internal and external teams to resolve operational and customer issues.
• Maintain professional presentation and a positive, solution first mindset.
• Conduct outbound customer outreach to identify additional opportunities and deepen relationships when appropriate, and to support service follow up and account resolution.

Teller Transactions & Cash Handling

• Proficient knowledge in processing all monetary transactions accurately 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
• Support ATM operations where applicable.
• Accurately complete weekly incoming and outgoing cash shipments in dual custody, and order vault cash within the set branch limits.
• Balance vault cash at end of day under dual custody.
• Sell cashier’s checks, redemption of government bonds; accept loan payments; wire transfer requests, including accurate and timely input and completion; process mail.
• 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
• 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 and in accordance with the Teller Job Standards.
• Assist with branch opening and closing procedures and branch balancing.

Compliance, Risk & Fraud Prevention

• Proficiently process holds and stop payments in compliance with policy and procedures.
• Advise on exception/large check holds based on policy; begin to understand UDAAP exposure.
• Accurately read the TISA disclosure and correctly quote the APY vs. interest rate as required by Regulation DD.
• Prepare and process risk management documentation, including Affidavits of Alteration and WSUD forms, with supervision.
• Submit high quality SAR referrals to compliance as needed; recognize ring patterns across cases; partner with AML for enhanced monitoring inputs; accurately input captured data.
• 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).
• Knows not to “advise” customers on structuring.
• Proficient knowledge to accurately intake consumer Regulation E EFT error claims through Finboa; under established guidelines.
• Protect customer data; know data incident reporting steps and notify the Bank Security Officer when appropriate.
• Review escalated OFAC hits; elevate necessary cases to the supervisor.
• Ensure compliance with bank policies and procedures, and regulatory requirements.
• 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.
• Understand risk associated with approvals for other team members within assigned limits.
• Demonstrate proficiency with Bank products and services including Positive Pay processing and fraud prevention services.

Account & Product Knowledge Development

• Engage in service conversations to understand customer goals and introduce relevant services when appropriate.
• Accurately order or reissue debit cards
• Guide complex Know Your Customer (KYC) documentation; understand beneficial ownership; begin learning commercial account documentation and the new account process, including an introduction to the BSA Risk Rating.
• Begin interviewing customers to open new accounts with supervision by the Personal Banker or Branch Service Officer. Supporting new account activities under supervision include:
• Personal accounts
• Business accounts
• Specialized relationships (trusts, estates, etc.)

Documentation & Operational Support

• Perform a variety of clerical duties to support daily branch operations.
• Perform fee investigations and refunds within preapproved limits.
• Review and process daily operational reports to ensure accuracy, completeness, and timely processing.
• Research, reconcile, and correct customer and clerical discrepancies.
• Support branch operation queue workflows and forward to appropriate team members if needed.
• Handle digital banking password unlock/lock and reset requests.
• Upload and manage customer documentation using Center Doc.
• Perform safe deposit box functions, including customer access and record maintenance.
• Perform account maintenance, including address changes, account checkbacks and account closures.
• Collaborate with internal and external teams to resolve operational and customer issues.

Training, Performance & Workplace Conduct

• Receive ongoing coaching and performance feedback to support development and advancement.
• Participate in structured training and certification programs and complete required certification and training tasks to maintain job proficiency.
• 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. 
• Demonstrates accuracy and attention to detail.
• Ability to work within and foster a team environment.
• Ability to look and project a professional image. 
• Proficient in Reg CC holds and stop payments processing; debit card disputes via Finboa; Positive Pay processes; and accurate wire form handling.
• Strong analytical skills for reconciling exceptions and resolving discrepancies.
• Effective communication and collaboration across teams.
• Sound judgment in complex customer and operational scenarios.
• High attention to detail and consistent documentation quality.
• Ability to handle sensitive information with discretion and maintain confidentiality.

Education, training, and experience:

• Minimum of 2-year 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

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.