Customer Service Representative I

Mechanics Bank is currently searching for a full time Customer Service Representative I to join our team at our Fontana Branch.

This position is responsible for performing a variety of teller services such as processing deposits, withdrawals, and payments. Process automatic transfers and update customer account information. Where appropriate, explore customer needs and cross-sell bank services. Make appropriate referrals to other business units for non-banking products. At all times, provide superior customer service.

 

What you will do:

• Teller Activities   

• Provides daily deposit services such as handling deposits, withdrawals, holds, loan payments, stop payments, telephone transfers, direct deposits, cash advances, verifications of deposit, Debit card requests, and other related matters.

• Maintains cash handling within prescribed limits, accurately count, receive and disburse cash, correctly handle mutilated and bait currency.

• Balances cash drawer independently, maintain cash over and short record within Mechanics Bank's compliance policy.

• New Accounts/Sales Activities   

• Familiar with all bank products and services. May occasionally be assigned new account responsibilities.

• Where appropriate, actively takes advantage of all sales opportunities to cross-sell bank products and services to new and existing customers, ensuring recommended products meet needs of customer. Make 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. 

• Obtains profitability and personal goals outlined in both incentive programs and performance evaluations.

• Service Activities   

• Consistently demonstrates proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone. 

• Actively listens to our customers by communicating the customer’s value, thereby maintaining a friendly, positive and professional attitude. 

• 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.

• Operational Activities   

• Performs responsibilities such as filing and maintaining signature cards and certificate copies.

• As requested, assists with branch audit functions.

• Follows Mechanics Bank’s policies and procedures and all regulatory requirements.

• Performs all other duties as required.

Who you are:

• High school diploma or equivalent.

• Demonstrated success in cross-selling banking services preferred.

• Strong math and computer skills are required.

• Excellent written and oral communication skills are required.

• Six months of cash handling, customer service, and sales experience preferred with prior banking experience a plus.

• Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.

• Must possess good judgment, and the ability to accept responsibility and handle confidential information.

• Ability to work quickly and accurately, to analyze information and make decisions.

• Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.

• Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 2/3 of the time) standing. Walking, sitting, bending and reaching occasionally and for brief periods of time. 

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 ac