Customer Service Representative II

About the role

This position is responsible for acquiring, retaining, and expanding new and existing customer relationships. The Customer Service Representative II provides exceptional customer service by introducing customers to Mechanics Bank, profiling their needs, recommending appropriate products, and managing various teller and operational tasks.

Responsibilities

• New Accounts/Sales Activities:
  • Effectively interviews and profiles new and existing customers to recommend appropriate banking products and services.
  • Partners with other business lines to identify sales opportunities and provide an outstanding customer experience.
  • Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs.
  • Makes referrals to other business units for non-banking products.
  • Sells financial products and services to meet referral goals and performance evaluation/personal goals.
  • Maintains thorough knowledge of bank products and services.
  • Actively listens to customers and maintains a friendly, positive, professional attitude.
  • Resolves difficult situations with creativity, tact, and diplomacy.
  • Supports branch lobby management.
  • Demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
  • Looks for ways to pleasantly surprise our customers, i.e., doing something above and beyond their expectation that makes them feel special.
  • Participates in two community events per year.
• Teller Activities:
  • Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, wire transfers, and other related matters.
  • Balances cash drawer independently, maintains cash over and short record within Mechanic Banks compliance policy.
  • May be assigned the control of the vault cash.
  • Fulfills project responsibilities such as processing and balancing ATM, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.
  • Assists other CSRs in the completion of work assignments and balancing.
• Operational Activities:
  • Participates in branch audit functions.
  • Follows Mechanic Banks policies and procedures and meets regulatory requirements.
  • Performs all other duties as required.
• Service Activities:
  • Actively listens to customers, and maintains a friendly, positive, professional attitude.
  • Resolves difficult situations with creativity, tact, and diplomacy.
  • Supports branch lobby management.
  • Demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
  • Looks for ways to pleasantly surprise our customers, i.e., doing something above and beyond their expectation that makes them feel special.
  • Participates in two community events per year.

Requirements

• Minimum of 2 years cash handling and customer service experience.
• Banking experience preferred.
• Some experience in opening new deposit accounts preferred.
• Demonstrated success in cross-selling banking services and products.
• Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Excellent written and oral communication skills are required.
• PC experience required, including Word, Excel, and teller/bank software.
• Self-starter, dependable, able to work within deadlines under pressure.
• Good judgment, and the ability to accept responsibility and handle confidential information.
• Able to work quickly and accurately, to analyze information and make decisions.
• Willingness to assume additional responsibilities/duties/projects as they arise.
• Ability to work quickly and accurately, to analyze information and make decisions.
• High school diploma or equivalent.

Qualifications

• 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.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills

• Customer service skills
• Product knowledge
• Financial analysis
• Problem-solving
• Communication skills
• Computer literacy

Benefits

• 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

$20.00 - $24.00 hourly

Schedule

Full-time