Customer Service Representative

Customer Service Representative

Mechanics Bank is currently searching for a Customer Service 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 working on-site. Under general supervision, but in line with established policies and procedures, performs basic to moderately complex banking transactions. Delivers a high level of service by accurately processing transactions, resolving inquiries, and performing account maintenance. Actively assists customers, pays close attention to detail, and offers referrals for additional products and services. Responsible for the operational quality and accuracy of their work, including cash balancing processes. Follows all related policies and procedures and compliance with all banking regulations.

What You Will Do

• Transaction Processing

  • Performs routine teller transactions and works directly with clients. Accepts, verifies, and processes basic to more complex customer transactions according to established procedures and security guidelines. Transactions include deposits, withdrawals, check cashing, payments, transfers, and transactions received through the mail or the night drop.

  • Works quickly to service customers waiting in line but maintains close attention to detail and complies with all policies, procedures and regulatory guidelines.

  • Assists customers with account reconcilement, copies of statements and checks, orders checks, account closures, address changes, stop payments, debit card maintenance, and safe deposit box entrances.

  • Assists at other branches as needed.

• Customer Services & Sales

  • Provides exemplary customer service both in person and over the phone. Represents the Bank to the customer both in conduct and attire in a courteous and professional manner. Responds to inquiries accurately, promptly, and efficiently.

  • Identifies additional customer needs and make recommendations through proactive conversations with customers. Defines features and benefits or products and services, as well as providing customers with information on rates, services charges, fees, and restrictions and other related information.

  • Educates customers on banking technology, such as mobile and online banking.

• Cash Handling & Security

  • Responsible for maintaining and balancing a cash supply for transactions performed. Adheres to all cash handling policies and procedures and balances cash at the end of each shift.

  • Reviews customer transactions for red flags and fraudulent items. Maintains an awareness of criminal scams used against banking customers. Refers customers to Branch Management and the proper departments for issues that cannot be resolved at the teller line.

  • Assists in the opening and closing of the branch, following established security procedures.

• Administrative & Compliance Tasks

  • Gathers data and processes various reports and forms (e.g., Currency Transaction Reports, Reg CC, holds, overdraft, etc.) to ensure compliance with Bank policies and procedures, Bank Secrecy Act/Anti-Money Laundering and regulatory compliance programs.

  • As requested, assists with branch audit functions.

  • Completes required compliance by assigned due dates.

• Travel: 0-10%

Who You Are

• High School Degree or GED required. Additional experience may be considered in lieu of degree.

• Minimum of 1 year experience in a banking environment with basic knowledge of bank deposit products and services.

• 1 year in customer service and cash handling experience in a customer facing role required.

• Excellent interpersonal skills, attention to detail, and customer service.

• Ability to work independently and collaborate effectively as a team member.

• Ability to make decisions using information available.

• Basic knowledge of Bank deposit products and services.

• Ability to understand customer loan requests and make appropriate referrals.

• Ability to understand customer requests for additional services and make appropriate referrals.

• Ability to make customers aware of additional products and services and make appropriate referrals.

• Knowledge of applicable Bank policies and procedures.

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-$25.00 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 OF