Customer Service Representative II

Mechanics Bank is searching for a full-time Customer Service Representative II to join our team at our Downey Branch. This position focuses on acquisition, retention, and expansion of new and existing customer relationships.

Responsibilities

• New Accounts/Sales Activities
  • Interview and profile new and existing customers to recommend appropriate banking products and services.
  • Partner with other business lines to identify sales opportunities and provide an outstanding customer experience.
  • Open and close customer accounts, including checking, savings, money markets, certificates of deposit, and IRAs.
  • Actively cross-sell bank products and services to meet customer needs and referral goals.
  • Make referrals to other business units for non-banking products.
  • Participate in sales programs to generate new customers.
  • Maintain thorough knowledge of bank products and services.
  • Actively listen to customers, resolve difficult situations with creativity and tact, and maintain a friendly, professional attitude.
  • Support branch lobby management.
  • Demonstrate proficiency in providing exceptional customer service using the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities.
  • Look for ways to exceed customer expectations.
  • Participate in two community events per year.
• Teller Activities
  • Perform 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, and wire transfers.
  • Balance cash drawer independently and maintain cash over/short records within compliance policy.
  • Control vault cash, maintain limits, meet cash shipment requirements, and balance daily.
  • Process and balance ATMs, complete daily branch balancing, input Customer Information System data, order branch supplies, and generate monthly branch reports.
  • Assist other CSRs in completing work assignments and balancing.
• Operational Activities
  • Participate in branch audit functions.
  • Follow Mechanics Bank policies and procedures and meet regulatory requirements.
  • Perform all other duties as required.
• Service Activities
  • Actively listen to customers and maintain a friendly, positive, professional attitude.
  • Resolve difficult situations with creativity, tact, and diplomacy.
  • Support branch lobby management.
  • Consistently demonstrate proficiency in providing exceptional customer service using the STAR qualities.
  • Look for ways to pleasantly surprise customers by exceeding their expectations.
  • Participate in two community events per year.

Requirements

• Minimum of 2 years of cash handling and customer service experience; banking experience preferred.
• Experience in opening new deposit accounts preferred.
• Demonstrated success in cross-selling banking services and products.
• Strong customer relations skills and ability to communicate effectively with employees and customers.
• Excellent written and oral communication skills.
• PC experience required; proficiency in Word, Excel, and teller/bank software preferred.
• Self-starter, dependable, and able to work under pressure and meet deadlines.
• Good judgment and ability to handle confidential information.
• Ability to work quickly, accurately, analyze information, and make decisions.
• Willingness to assume additional responsibilities as needed.
• High school diploma or equivalent.

ADA Requirements

The physical demands described are representative of those required to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, talk, or hear, and use hands to finger, handle, or feel objects, tools, or controls.
• Occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision.
• The noise level in the work environment is usually moderate.

Pay

$20.00 - $24.00 hourly. Eligible for Retail Incentive Plan.

Benefits

Our comprehensive employee benefits program is designed for employees working 25 hours or more per week, with 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 per calendar year.
• Free personal checking and savings account; discounted rates on primary residence loans with $0 origination fees (restrictions apply).

Final compensation package will be determined by work experience, education, and skill level of the applicant, along with internal equity and geographic market data.