Customer Service Representative

Here at Mechanics Bank, we value connection, partnership, long-term relationships, and working together in person. This role will be on-site.

About the role

Under general supervision and in line with established policies and procedures, performs basic to moderately complex banking transactions. Delivers a high level of service by accurately processing transactions, resolving inquiries, and performing account maintenance. Actively assists customers, pays close attention to detail, and offers referrals for additional products and services. Responsible for the operational quality and accuracy of their work, including cash balancing processes. Follows all related policies, procedures, and compliance with all banking regulations.

Responsibilities

• Transaction Processing
  • Performs routine teller transactions and works directly with clients.
  • Accepts, verifies, and processes basic to more complex customer transactions according to established procedures and security guidelines, including deposits, withdrawals, check cashing, payments, transfers, and transactions received through the mail or the night drop.
  • Works quickly to service customers waiting in line while maintaining close attention to detail and complying with all policies, procedures, and regulatory guidelines.
  • Assists customers with account reconcilement, copies of statements and checks, orders checks, account closures, address changes, stop payments, debit card maintenance, and safe deposit box access.
  • Assists at other branches as needed.
• Customer Service & Sales
  • Provides exemplary customer service both in person and over the phone.
  • Represents the Bank to the customer in conduct and attire in a courteous and professional manner.
  • Responds to inquiries accurately, promptly, and efficiently.
  • Identifies additional customer needs and makes recommendations through proactive conversations.
  • Defines features and benefits of products and services, and provides customers with information on rates, service charges, fees, restrictions, and related details.
  • Educates customers on banking technology, such as mobile and online banking.
• Cash Handling & Security
  • Responsible for maintaining and balancing a cash supply for transactions performed.
  • Adheres to all cash handling policies and procedures and balances cash at the end of each shift.
  • Reviews customer transactions for red flags and fraudulent items.
  • Maintains awareness of criminal scams used against banking customers.
  • Refers customers to Branch Management and proper departments for issues that cannot be resolved at the teller line.
  • Assists in the opening and closing of the branch, following established security procedures.
• Administrative & Compliance Tasks
  • Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC holds, overdraft, etc.) to ensure compliance with Bank policies, Bank Secrecy Act/Anti-Money Laundering, and regulatory compliance programs.
  • Assists with branch audit functions as requested.
  • Completes required compliance tasks by assigned due dates.

Travel: 0-10%

Requirements

• High School Degree or GED required. Additional experience may be considered in lieu of degree.
• Minimum of 1 year of experience in a banking environment with basic knowledge of bank deposit products and services.
• 1 year of customer service and cash handling experience in a customer-facing role.
• Excellent interpersonal skills, attention to detail, and customer service orientation.
• Ability to work independently and collaborate effectively as a team member.
• Ability to make decisions using available information.
• Basic knowledge of Bank deposit products and services.
• Ability to understand customer loan requests and make appropriate referrals.
• Ability to understand customer requests for additional services and make appropriate referrals.
• Knowledge of applicable Bank policies and procedures.

ADA Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• The noise level in the work environment is usually moderate.

Pay

$20.00 - $25.00 hourly. Eligible for Retail Incentive Plan. Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.

Benefits

Our comprehensive employee benefits program is designed for you to live your best life at work, home, and everywhere in between. Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire.

• Medical, prescription, dental, and vision coverage for employees and their eligible family members.
• Employer-paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits.
• Health Savings Account with employer contribution.
• Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit.
• 401(k) and Roth 401(k) with company contribution.
• 529 Education Savings plan, Tuition Reimbursement Program, and Student Loan Assistance Program.
• Supplemental Health plans, Voluntary Legal, and Identity Theft Services.
• 11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year.
• Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply).