Personal Banker

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. 

The Personal Banker is responsible for opening and maintaining a wide range of customer accounts while delivering courteous, efficient, and accurate service to both new and existing customers. This role supports relationship growth by identifying opportunities to recommend appropriate banking services and by making referrals based on customer needs. The Personal Banker interviews customers, ensures accurate account setup, initiates initial loan documentation, and responds to customer inquiries while maintaining compliance with bank policies and procedures. The position requires strong attention to detail, sound knowledge of bank products and services, and the ability to manage multiple priorities in a customer focused environment.

Reports to: Branch Service Officer

Supervises: None

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.
• Develop trust and rapport with new and existing customers through need-based conversations that explore goals and preferences in a fast-paced environment while maintaining customer service quality.
• Respond to a variety of customer inquiries related to accounts, lending, and bank services; provide accurate information and clear next steps.
• Identify opportunities to refer customers to appropriate services that align with their stated needs; coordinate warm hand offs to internal partners when beneficial.
• Participate in relationship building initiatives designed to increase awareness of available services and support customer financial goals.
• Handle customer issues and resolve requests efficiently and accurately, coordinating with internal partners when appropriate.

Teller Transactions & Cash Handling

• Support front line staff by processing teller transactions when needed.
• Proficient knowledge in processing all monetary transactions accurately for customers in accordance with the Teller Manual.
• Ability to exercise independent judgment while working with established check cashing guidelines.
• Sell cashier’s checks, redemption of government bonds and accept loan payments, process mail.
• Maintain proper security of cash drawer, assigned keys and all negotiable items and 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.
• Proficient in input, review, and approval of wire transfer forms within established authority limits.
• May assist in accurately completing weekly incoming and outgoing cash shipments in dual custody.
• May need to assist with balancing vault cash at end of day under dual custody.
• 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.

Compliance, Risk & Fraud Prevention

• 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.
• Knows not to “advise” customers on structuring.
• Determine and apply Regulation CC holds as appropriate; provide accurate hold notices and clearly explain funds availability.
• Distinguish probable OFAC false positives from potential true matches; document and escalate potential true hits promptly.
• Proficient in debit card order processing and replacements. Demonstrates proficient knowledge to accurately input debit card disputes using Finboa with high quality documentation, routing, and timeline adherence when needed.
• Follow privacy/GLBA requirements, least information principles, authentication standards, and clean desk policy.
• Identify complex red flags (e.g., structuring patterns, mule indicators, funnel activity, unusual cash/check behavior); proficient in completing CTRs accurately according to the bank procedures and initiate SAR referrals when appropriate.
• Employees are required to understand and follow the Bank’s cybersecurity policies, procedures, and