Customer Service Representative II

Mechanics Bank is currently searching for a full time Customer Service Representative II to join our team at our Pearl City Branch based in Hawaii. This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The Customer Service Representative II 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. What you will do New Accounts/Sales Activities Effectively interview and profile new and existing customers to recommend appropriate banking products and services. Partner with other business lines within the Bank 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 take advantage of all sales opportunities, cross‑sell bank products and services to new and existing customers, ensuring recommended products meet the needs of the customer. Make referrals to other business units for non‑banking products. Participate in sales programs to generate new customers and meet referral goals and performance evaluation/personal goals. Maintain thorough knowledge of bank products and services. Actively listen to customers, maintain a friendly, positive, professional attitude, and resolve difficult situations with creativity, tact and diplomacy. Support branch lobby management and consistently demonstrate proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities in person or on the telephone. Look for ways to pleasantly surprise customers, i.e., doing something above and beyond their expectation that makes them feel special. 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, wire transfers and other related matters. Balance cash drawer independently and maintain cash over and short record within Mechanics Bank’s compliance policy. May be assigned the control of the vault cash and follow guidelines to maintain limits, meet cash shipment requirements, and balance daily. Effectively perform project responsibilities such as processing and balancing ATM, daily branch balancing, Customer Information System input, branch supply orders, and monthly branch report generation. Assist other CSRs in the completion of work assignments and balancing. Operational Activities Participate in branch audit functions. Follow Mechanics Bank’s policies and procedures and meet regulatory requirements. Perform all other duties as required. Service Activities Actively listen to customers, maintain a friendly, positive, professional attitude, and resolve difficult situations with creativity, tact and diplomacy. Support branch lobby management and consistently demonstrate proficiency in providing exceptional customer service utilizing the STAR qualities in person or on the telephone. Look for ways to pleasantly surprise customers, i.e., doing something above and beyond their expectation that makes them feel special. Participate in two community events per year. Who you are High school diploma or equivalent. Minimum of 2 years of cash handling and customer service experience. Banking experience preferred. Some experience in opening new deposit accounts preferred. Demonstrated success in cross‑selling banking services and products. Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner. Excellent written and oral communication skills are required. PC experience required – Word, Excel and teller/bank software preferred. Must be a self‑starter, dependable, able to work within deadlines under pressure, possess good judgment and the ability to accept responsibility and handle confidential information. Ability to work quickly and accurately, analyze information and make decisions. Willingness to assume additional responsibilities/duties/projects as they arise. Pay Range: $20.00 – $23.00 hourly. Eligible for Retail Incentive Plan. 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). The benefits listed in this job posting reflect the Bank’s most reasonable and genuinely expected benefits offered for this position. 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. #J-18808-Ljbffr Mechanics Bank