Customer Service Associate I

People's Bank of Commerce•Ashland, OR

8d•Onsite

About The Position

The Customer Service Associate I (CSA I) is an entry-level teller role that provides 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. Performance is regularly evaluated to assess skill development, accuracy, and readiness for advancement to the CSA II position. The role calls for basic math aptitude, organizational skills, attention to detail, reliability, professionalism, and a strong commitment to customer service. The CSA I provides courteous customer assistance, processes routine teller transactions, handles cash and negotiable items, and maintains accurate transaction records. The position also develops knowledge of bank products, account disclosures, banking systems, and regulatory and security procedures. The employee receives ongoing coaching, progresses through training assignments, and participates in structured training and certification programs. This position is not eligible for remote work. It involves regular interaction with staff and customers, computer work that may be extended, and occasional exposure to noise, hazards, fumes, dust, or odors associated with the office and external influences. Financial-institution hazards may include robbery, kidnapping, or extortion. Physical demands include lifting up to 30 pounds, sitting, walking, standing, and finger dexterity.

Requirements

Successful completion of a high school diploma or GED.
Basic math aptitude, organizational skills, and attention to detail.
Ability to follow instructions and work effectively under supervision.
Ability to complete tasks using provided procedures and tools, follow structured workflows with minimal deviation, and escalate uncertainty instead of making assumptions.
Ability to produce accurate, complete, and traceable documentation and follow written disclosure and communication standards.
Ability to identify unusual activity, privacy concerns, or timing risks and escalate appropriately.
Ability to meet internal SLAs for simple tasks and routine customer service requests.
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.
Computer knowledge and familiarity with Microsoft Word, Excel, and Outlook; experience using ten-key by touch.
Ability to lift up to 30 pounds, sit, walk, stand, and perform tasks requiring finger dexterity.
Ability to interact with staff and customers, act on own initiative, work with supervisor assistance to meet deadlines or demands, and solve problems.

Nice To Haves

At least one year of cash-handling experience with a good balancing record is preferred.

Responsibilities

Provide prompt, friendly, courteous, and professional customer service and communication, including responding to telephone calls, email, and voicemail.
Listen to customers, help identify their goals, and recommend services when appropriate; consult team members or supervisors to build product and service knowledge.
Refer non-standard requests, unclear instructions, and questions beyond the role’s scope to a supervisor rather than making assumptions.
Process basic teller transactions accurately under direct supervision and in accordance with the Teller Manual and bank procedures.
Assist with authorized checking and savings transactions, verify signatures, follow deposit-processing guidelines, issue receipts, and maintain proper records.
Sell cashier’s checks, accept loan payments, handle wire transfer requests, and process mail under supervision.
Learn to handle negotiable items, verify endorsements, and apply check-cashing guidelines.
Secure the cash drawer, assigned keys, and negotiable items; keep work areas clean at the end of the business day.
Balance the teller cash drawer daily and maintain complete and accurate transaction records in accordance with teller standards.
Follow authority limits, policies, and procedures to ensure accurate cash handling and help minimize outages.
Learn to identify unusual activity, third-party callers, elder abuse indicators, and other red flags; escalate concerns to a supervisor.
Learn about Regulation CC deposit holds and process holds and stop payments under supervision.
Understand the purpose of Currency Transaction Reports and assist with preparation under supervision; do not independently complete or interpret forms or advise customers on structuring.
Escalate potential sanctions-screening matches immediately and follow identity verification and documentation requirements, escalating mismatches.
Route Regulation E cases to the appropriate team and follow fraud prevention, internal control, document handling, privacy, confidentiality, security, and regulatory procedures.
Protect customer data by following authentication rules, obtaining proper consent, recognizing privacy incidents, and escalating concerns.
Follow cybersecurity policies, procedures, acceptable-use standards, and clean desk standards; promptly report suspected security incidents or risks and participate in annual security training.
Review fees and account disclosure requirements; learn to read TISA disclosures and correctly distinguish APY from interest rate.
After mastering foundational teller skills, become familiar with basic Digital Admin system functions; begin learning foreign check processing and wire form processes in preparation for the CSA II role.
Learn to use Center Doc teller functions to support transaction documentation and redeem U.S. Savings Bonds under supervision.
Receive and apply coaching and performance feedback, progress through training assignments, and participate in structured training and certification programs.
Attend meetings as requested, arrive at work and return from breaks on schedule, and maintain daily attendance.
Perform special projects and other duties as assigned.
Model the Bank’s values by delivering accurate, high-quality work, supporting a positive team culture, prioritizing customer needs, and contributing positively to the community.