Customer Service Representative

About the role

Mechanics Bank is currently searching for a Customer Service Representative to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site. Under general supervision, but 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 and procedures and compliance with all banking regulations.

Responsibilities

• 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 (deposits, withdrawals, check cashing, payments, transfers, mail or night drop transactions).
• 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, ordering checks, account closures, address changes, stop payments, debit card maintenance, and safe deposit box entrances.
• Assists at other branches as needed.
• 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, provides information on rates, service charges, fees, and restrictions.
• Educates customers on banking technology, such as mobile and online banking.
• Maintains and balances 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.
• Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC, holds, overdraft, etc.) to ensure compliance with Bank policies and procedures, Bank Secrecy Act/Anti-Money Laundering and regulatory compliance programs.
• As requested, assists with branch audit functions.
• Completes required compliance 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 experience in a banking environment with basic knowledge of bank deposit products and services preferred.
• 1 year in customer service and cash handling experience in a customer‑facing role required.
• Excellent interpersonal skills, attention to detail, and customer service.
• Ability to work independently and collaborate effectively as a team member.
• Ability to make decisions using information available.
• 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.
• Ability to make customers aware of additional products and services and make appropriate referrals.
• Knowledge of applicable Bank policies and procedures.

Benefits

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).

Pay

Pay Range: $20.00‑25.00 an hour. Eligible for Retail Incentive Plan.