Branch Service Officer

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. 

We strive to provide a better experience to our customers and a better career experience for our employees. We recognize that our employees are the messenger of our vision and values and are key to our success. We offer a competitive benefits package including salary commensurate with experience, 401k, 401k employer contributions, as well as health, dental, vision and life insurance coverage.

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; understa