Care Center Representative

Care Center Representative (Call Center Representative)

Mechanics Bank is currently searching for a Care Center Representative (Call Center 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 based on-site at one of our three offices: Federal Way, WA, or Irvine, CA.

Responsible for servicing the financial needs of clients through all Customer Care communications channels, web chat and phone, while actively contributing to the achievement of the department referral and service goals. Provide outstanding customer experiences by consistently providing premier customer service and professional resolution of problems/issues. Handle a variety of customer service and referral calls and chat interactions in a prompt and courteous manner to meet and exceed established goals.

What you will do:

• Support the contact of bank customers and prospects through phone, electronic and chat channels to market an array of financial products and services.
• May be required to support other sales channels with opening of new accounts or assist callers with obtaining services through the appropriate banking departments.
• Utilize chat library and other tools to communicate with customers in accordance with the bank compliance and other processes.
• Provide telephone support for customers requiring assistance with both traditional and electronic banking products. Use effective and professional telephone skills in receiving and responding to all types of customer telephone inquiries, providing information on bank products, policies, procedures and programs.
• Maintain a solid understanding of the products and services being offered. Use judgment and reasoning skills to solve customer service problems within designated authority to handle chats or calls at point of contact.
• Collect information about service problems or customer complaints and escalates customer disputes to the appropriate manager for resolution if necessary. Complete research and resolves documentation errors or discrepancies.
• Forward more complex problems to management, as required.

Who you are:

• High School or GED required. Additional experience may be considered in lieu of degree.
• Bilingual (Spanish) candidates preferred but not required.
• Minimum of 1-year experience as a call center representative with demonstrated communication skills and telephone aptitude.
• Preferred experience as a financial services representative in a financial institution, with good knowledge of bank operations, retail banking products, and banking regulations pertaining to financial transactions is highly preferred.
• Minimum typing speed of 50 wpm.
• Possess excellent collaboration and written/verbal communications skills.
• Possess friendly demeanor, can-do attitude, and willingness to help at all times.
• Use questioning and listening skills that support effective telephone communication. Identify and use voice skills to enhance telephone presentation.
• Effectively cope with angry or upset customers and apply appropriate actions to effectively control a telephone call.
• Able to cope with pressure resulting from meeting required service levels and productivity goals.
• High level of accuracy and great attention to detail.
• Able to comprehend and interpret Bank policies, procedures and regulations.
• Knowledge of or ability to learn about retail products and services.
• Solid math skills and bookkeeping abilities preferred.
• Ability to effectively present information and respond to questions from clients, customers, and the general public.
• Ability to introduce products and services that match customers' needs.
• Ability to provide a resolution in a timely manner, balancing risk with service.

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.
• 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 Range: $20.00 - $31.83 hourly

AIP/Bonus: up to 5%

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.

Benefits package includes:

• 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)

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.

• Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.
• To learn more about Mechanics Bank's California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit California Privacy Policy for Prospective Employees | Mechanics Bank.