Customer Service Associate I

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 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.

Organizational relationships:

Reports to: Branch Service Officer Supervises: N/A

Duties and responsibilities:

Customer Service & Communication

• 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.

Teller Transactions & Cash Handling

• 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.

Compliance, Risk, & Fraud Prevention

• Learn to identify common red flags such as unusual activity, third-party callers, or elder abuse indicators; escalate 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 escalate potential matches immediately.
• Follow identity verification procedures consistently; ensure required documentation is present for customer updates; escalate 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 authentication rules, obtaining proper consent, recognizing potential privacy incidents, and escalating concerns.
• 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.

Account & Product Knowledge Development

• Review fees and account disclosure requirements and learn how to read Truth in Savings Act (TISA) disclosures and correctly quote APY vs. interest rate.
• Once foundational teller skills are mastered, become familiar with basic Digital Admin system functions.
• Begin learning foreign check processing procedures.
• Learn about wire form processes in preparation for the CSA II role.

Documentation & Operational Support

• Learn how to utilize Center Doc teller functions to support proper transaction documentation.
• Redeem U.S. Savings Bonds under supervision.

Training, Performance, & Workplace Conduct

• Receive ongoing coaching and performance feedback to support development and advancement.
• Progress steadily through training assignments, demonstrating increased accuracy and efficiency over time.
• Participate in structured training and certification programs.
• Attend meetings as requested.
• Consistently arrive at work and return from breaks at scheduled time.
• Daily attendance.
• Perform special projects or other duties as assigned.

Skills and abilities required:

• Completes tasks using procedures and tools provided.
• Ensures documentation is accurate, complete, and easily traceable.
• Follows disclosure and communication standards as written.
• Identifies unusual activity, privacy concerns, or timing risks and escalates appropriately.
• Meets internal SLAs for simple tasks and routine customer service requests.
• Follows structured workflows with minimal deviation.
• Escalates uncertainty instead of making assumptions.
• Demonstrates attention to detail and consistent documentation habits.
• Ability to follow instructions and work effectively under supervision.
• Professional appearance, demeanor, and customer engagement.
• Willingness to learn banking systems, processes, and regulatory concepts.
• Demonstrated reliability, accuracy, and professionalism.
• Ability to achieve training milestones and teller certification requirements.
• Demonstrates potential for advancement based on performance and readiness.

Education, training, and experience:

• Minimum of 1 year experience with cash handling with a good balancing record preferred.
• 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 with supervisor assistance 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.