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Mechanics Bank · 3 months ago

Customer Service Representative III

Portland, Oregon

Full-time

Onsite

Mid Level

$20/hr - $28.94/hr

3+ years exp

Mechanics Bank is currently searching for a full time Customer Service Representative III to join our team at our Northwest Portland Branch. This position is responsible for acquisition, retention and expansion of new and existing customer relationships while providing exceptional customer service and handling various banking transactions.

BankingFinancial ServicesWealth Management

Responsibilities

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 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

Participates in branch audit functions

Follows Mechanics Bank’s policies and procedures and meet regulatory requirements

Performs all other duties as required

Qualification

Customer service skillsTeller software proficiencyBanking product knowledgeSales skillsDependabilityWritten communicationOral communicationTeam collaborationProblem-solving

Required

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

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

Benefits

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)