Customer Service Representative 3

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:

• 3 years minimum job experience as a CSR/New Accounts Representative or equivalent, plus demonstrated ability in an operations area related to Bank or retail operations.

• 1 year minimum Customer Service Experience 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 preferred.

• 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.

• High school diploma or equivalent.

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.

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Pay Range: $24.80 - $42.15 hourly

Eligible for Retail Incentive Plan