Customer Service Specialist-PT, 30 hrs/wk

People's Bank of Commerce•Klamath Falls, OR

1d•Onsite

About The Position

The Customer Service Specialist I (CSS I) provides front-line transactional and customer service support while developing product knowledge to identify customer needs, recommend appropriate solutions, and contribute to business growth. The role accurately processes routine account transactions and delivers prompt, courteous, and friendly service. It supports branch efforts through customer conversations and basic banking products, operates with limited supervision, and exercises sound judgment within established policies and procedures. This is a foundational role for developing banking, operations, and customer relationship skills. The position reports to the Branch Service Officer and has no supervisory responsibilities. It is not eligible for remote work. The role requires regular customer and staff interaction, cash handling, attention to regulatory and security procedures, and participation in training and performance feedback.

Requirements

At least 2 years of cash-handling experience with a good balancing record; previous bank experience is required.
High school diploma or GED.
Computer knowledge and familiarity with Microsoft Word, Excel, and Outlook.
Experience using a ten-key keypad by touch.
Use approved forms and templates and capture complete notes and documentation.
Follow identity verification scripts across phone, chat, and email callbacks; perform standard account maintenance changes with required disclosures and consents.
Recognize and escalate privacy incidents, suspected fraud, elder abuse, and impersonation attempts.
Follow job aids and checklists precisely and seek assistance with non-standard cases.
Communicate clearly and compliantly, document thoroughly, meet regulatory timing for customer notifications within scope, and safeguard confidential customer information.
Ability to interact with staff and customers, act on own initiative, work unsupervised to meet deadlines and demands, and solve problems.
Ability to lift up to 30 pounds and perform sitting, walking, standing, and finger-dexterity tasks.
Ability to work for extended periods at a computer terminal and tolerate occasional office-related noise, hazards, fumes, dust, or odors and potentially hazardous financial-institution conditions.

Responsibilities

Provide prompt, friendly, and professional customer service in person and through telephone, email, and voicemail; discuss bank services based on customer needs and refer customers to appropriate partners.
Assist with customer loan inquiries and payments and wire transfer requests, completing input and processing accurately under supervision.
Process routine teller transactions, including checking and savings deposits and withdrawals, negotiable items, cashier’s checks, debit card orders and replacements, foreign checks, U.S. Savings Bond redemptions, mail transactions, and night deposits.
Support ATM processing when assigned; issue receipts and maintain transaction accuracy in accordance with policies and procedures.
Maintain security of the cash drawer, assigned keys, negotiable items, and work areas; balance the teller cash drawer daily and support branch cash controls.
Complete weekly incoming and outgoing cash shipments under dual custody and assist with vault cash balancing at end of day under dual custody when needed.
Follow bank policies, procedures, and regulatory requirements; authenticate customers, collect and validate required identification, escalate mismatches, and explain standard funds availability under Regulation CC.
Apply Regulation DD requirements when reading TISA disclosures and quoting APY and interest rates; assist with fraud and risk prevention and escalate suspected fraud, elder abuse, impersonation, unusual activity, and other red flags.
Complete Currency Transaction Reports and provide SAR referral information to the compliance department as directed; process stop payments and holds accurately and intake consumer Regulation E EFT error claims through Finboa within established guidelines.
Follow authentication, callback, data-sharing, cybersecurity, clean desk, and customer information safeguarding requirements; promptly report suspected security incidents or risks and complete annual security training.
Begin performing basic customer account maintenance under supervision and perform basic digital administration tasks, including password resets and account lock/unlock.
Use Center Doc for transaction documentation and retention; learn branch operation queue workflows and forward items to the appropriate team member as needed.
Use approved forms and templates, document interactions thoroughly, follow identity verification scripts and checklists, and meet applicable regulatory customer notification timelines.
Participate in ongoing coaching, structured training and certification programs, and meetings as requested; maintain scheduled attendance and break times.
Perform special projects and other duties as assigned.