Customer Service Representative III

New Accounts/Sales Activities

Effectively interviews and profiles customers in order to recommend appropriate banking products and services.
Effectively partners with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
Processes complex transactions such as changing account ownership, living trusts, guardianship accounts, and estate assignments.
Originates consumer loans, acting as customer advocate to ensure prompt processing of consumer loans.
Opens and closes customer accounts including checking, savings, money markets, certificates of deposit, and IRAs. Where appropriate, actively takes advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products meet needs of customer.
Makes referrals to other business units for non-banking products.

Service Activities

Sets an example for the CSR staff in the area of customer service and customer advocacy.
Actively listens to customers, and maintains a friendly, positive, professional attitude.
Resolves difficult situations with creativity, tact and diplomacy.
Supports branch lobby management.
Possesses the ability to participate in two community events per year.

Teller Activities

• Performs daily teller services such as processing deposits, withdrawals, holds, loan payments, traveler’s checks purchases, stop payments, telephone transfers, direct deposits, cash advances, sight drafts, verifications of deposit, ATM card requests, wire transfers and other related matters.
• Balances cash drawer independently, maintains cash over and short record within Mechanics Bank’s compliance policy.
• May be assigned the control of the vault cash.
• Follows guidelines to maintain limits, meet cash shipment requirements, and balance daily.
• Effectively performs project responsibilities as assigned such as processing and balancing ATM, balancing travelers’ checks, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation.
• Effectively assist other CSRs in the completion of work assignments and balancing.

Operational Activities

Participates in branch audit functions.
Follows Mechanics Bank’s policies and procedures and meet regulatory requirements.
Performs all other duties as required.

Qualifications

• High school diploma or equivalent required.
• 3 years minimum experience as a CSR/New Accounts Representative or equivalent required.
• 1 year minimum Cash Handling Experience in Customer Facing Role.
• 1 year minimum experience in a Banking Environment with Basic Knowledge of Bank Deposit Products and Services.
• Additional experience may be considered in lieu of degree.
• Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.
• Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Must be a self-starter, dependable, able to work within deadlines under pressure.
• Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.
• Able to work quickly and accurately, to analyze information and make decisions.
• Excellent written and oral communication skills are required.

Benefits

• Eligible for Retail Incentive Plan
• Comprehensive employee benefits program
• 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)