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.

• 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.

• 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.

• Participate in branch audit functions.
• Follow Mechanics Bank’s policies and procedures and meet regulatory requirements.
• Perform all other duties as required.

• 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.

• 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…