Customer Service Representative

Customer Service Representative III

Mechanics Bank is currently searching for a full time Customer Service Representative III to join our team at our Burbank Branch. This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The Customer Service Representative III provides exceptional customer service by taking ownership of the customer experience from introducing the customer to Mechanics Bank through profiling the customer, assessing their banking and borrowing needs, and recommending appropriate products based on a thorough knowledge of Mechanics Bank products and services. Provide a variety of teller services such as handling deposits, withdrawals, and maintaining accounts. Perform processing tasks such as making automatic transfers, updating records and balancing. At all times, provide superior customer service.

What You Will Do:

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.
• Participates in sales programs to generate new customers.
• Must sell financial products and services to meet referral goals and performance evaluation/personal goals.
• Maintains thorough knowledge of bank products and services.

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.
• Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
• Resolves difficult situations using the HEAL guidelines of Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.
• 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, 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.

Who You Are:

• 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.
• Ability to work quickly and accurately, to analyze information and make decisions.
• Excellent written and oral communication skills are required.

Pay Range: $21.00 - $27.00 hourly

Eligible for Retail Incentive Plan

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.
• Please view Equal Employment Opportunity Posters provided by OFCCP here.
• 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.

[1] The benefits listed in this job posting reflect the Bank's most reasonable and genuinely expected benefits offered for this position.