Job Details

Banking Service Officer I

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 BSO I oversees daily operational activities within a bank branch, ensuring efficient workflow, high-quality customer service, and compliance with banking policies. This role supervises a team, coordinates schedules, monitors performance, and supports professional development. The BSO I plays a key part in resolving customer issues, support branch growth and service initiatives, and maintain operational accuracy across all banking transactions.

Reports to: Regional Operations Manager

Supervises: CSA, CSS, Universal CSR and PB

Requirements

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.
• Provide high level support to customers regarding products, services, account issues, and escalated needs.
• Resolve complex customer inquiries or disputes involving transactions, account activity, or service concerns, document outcomes thoroughly.
• Support staff in delivering consistent, accurate, high quality customer service and relationship building conversations that align solutions with customer goals.
• Be able to explain the process and provisional credit rules to customers clearly.
• Maintain strong communication channels among staff, management, and other business units.
• Support branch initiatives focused on relationship development, customer education, and service quality.
• Actively participates in making customer referrals to new accounts and loans.

Teller Transactions & Cash Handling

• Expert knowledge in processing all monetary transactions accurately for customers in accordance with the Teller Manual.
• Demonstrate expert proficiency in processing routine and complex transactions when needed including:
• Checking and savings deposits and withdrawals
• Negotiable items and foreign checks
• Stop payments, Regulation CC holds, and account checkbacks
• Debit card orders, replacements, and maintenance
• U.S. Savings Bond redemptions
• Customer loan inquiries and loan payments
• May sell cashier's checks, redeem government bonds; accept loan payments; proficient in inputting wire transfers (foreign and domestic) within limits; process mail.
• Ability to exercise independent judgment while working with established check cashing guidelines.
• Support ATM processing where applicable.
• Maintain proper security of cash drawer, if needed, 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.
• May assist with accurately completing weekly incoming and outgoing cash shipments in dual custody, and order vault cash within the set branch limits, when necessary.
• May need to assist with balancing vault cash at end of day under dual custody.

Compliance, Risk & Fraud Prevention

• Ensure full compliance with regulatory requirements, internal controls, audit standards, and risk management protocols.
• Monitor transactional risk and intervene when necessary to mitigate fraud or financial exposure. Accurately review and approve outgoing wire forms, official checks, and other high value or exception transactions that require elevated authority.
• Manage the NSF (non-sufficient funds) decisioning process, evaluating account history, risk indicators, and relationship context.
• Demonstrate expert knowledge of enhanced due diligence (EDD) and KYC requirements; identify high risk categories (e.g., MSB, cash intensive, real estate investors) and escalate with proper documentation; understand BSA risk rating.
• Lead high quality SAR referrals; be an expert in CTR data entry and validation for accuracy; recognize branch level patterns (e.g., red flags, multiple related accounts, layered transactions).
• Knows not to "advise" customers on structuring.
• Provide expert guidance and approvals on edge case Regulation CC hold scenarios (repeated returns, suspect items, non-local risk) and accurately review the hold notice; ensure consistent branch application.
• Work through escalated OFAC hits; ensure documentation and final disposition per policy; engage Compliance when needed.
• Respond to privacy incidents per GLBA; enforce authentication and, least information.
• Understand Regulation Z purpose and disclosure timing; avoid coaching customers on credit decisions or outcomes.
• Demonstrate sound risk management for teammate approvals within assigned limits.
• 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.
• Review scripts, signage, and promotions for clarity and fairness; advise leadership on risk language to avoid UDAAP exposure.
• Understand fair lending principles; model appropriate language, avoid steering, and recognize prohibited bases.

Account & Product Knowledge Development

• Required to open new accounts as a backup to the Personal Banker or Universal CSR roles, 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.
• 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.
• 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.
• Process account documentation through Center Doc, including:
• Center Doc BSO transactions
• Uploading and indexing documents
• Maintain working knowledge of consumer loan products, terms, and processes to guide customers effectively in plain language.
• Initiate loan documentation and obtain required information to support loan processing.
• Collect loan applications and transfer to the appropriate department for review and decisioning.

Documentation & Operational Support

• Review, investigate, and resolve operational discrepancies and reporting exceptions; implement corrective actions and coaching.
• Oversee branch operational processes, including teller functions, vault operations, transaction accuracy, and branch security procedures.
• Identify and implement process improvements to enhance efficiency, accuracy, and customer experience.
• Understand branch performance metrics and assist in the planning and execution of operational and service goals.

Training, Performance & Workplace Conduct

• Supervise a team of employees, providing coaching, guidance, and timely performance feedback.
• Participate in hiring, onboarding, training, and performance evaluations in collaboration with branch leadership.
• Create and manage work schedules to ensure appropriate staffing and coverage across high traffic periods and critical functions.
• Promote a professional, service-oriented culture emphasizing accuracy, accountability, and respectful, relationship centered customer interactions.
• Lead team cross training and continuing education to sustain operational and compliance excellence.
• Participate in structured training and certification programs.
• Maintain daily attendance in accordance with the Employee Handbook.
• Attend meetings as requested.
• Perform special projects or other duties as assigned.

Skills and abilities required:

• Proven people leadership and coaching ability.
• Operational mastery in teller, vault, cash controls, wire approvals, and exception processing.