Customer Service Representative III

Customer Service Representative III

Mechanics Bank is currently searching for a Customer Service Representative III to join our team at our Capitol Hill Branch. This position is responsible for acquisition, retention, and expansion of new and existing customer relationships. The CSR 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 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 be doing :

• 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.
• 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.
• 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' 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 assists other CSRs in the completion of work assignments and balancing.
• Participates in branch audit functions.
• Follows Mechanics' policies and procedures and meet regulatory requirements.
• Performs all other duties as required.

Who you are : Min