Customer Service Representative II

Overview

Mechanics Bank is currently searching for a part‑time Customer Service Representative II to join our team at our Kahala Branch. 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 products and services.

The role also includes providing a variety of teller services such as handling deposits, withdrawals, and maintaining accounts, and performing processing tasks such as making automatic transfers, updating records, and balancing. At all times, superior customer service is expected.

• 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.
• Where appropriate, actively take advantage of all sales opportunities, cross‑sell bank products and services to new and existing customers, ensuring recommended products meet customer needs. Make referrals to other business units for non‑banking products.
• Participate in sales programs to generate new customers.
• Sell financial products and services to 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.
• Consistently demonstrate proficiency in providing exceptional customer service utilizing the STAR (Seamless, Trustworthy, Attentive, and Resourceful) qualities either in person or on the telephone.
• Find ways to pleasantly surprise customers, e.g., doing something above and beyond their expectations to make 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, maintain cash over and short record within Mechanics’ compliance policy.
• May be assigned control of the vault cash; 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 completing work assignments and balancing.
• Participate in branch audit functions.
• Follow Mechanics’ policies, procedures, and meet regulatory requirements.
• Perform all other duties as required.

• 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 experience required. Word, Excel and teller/bank software preferred.
• Must be a self‑starter, dependable, and able to work within deadlines under pressure.
• Must possess good judgment and the ability to accept responsibility and handle confidential information.
• Ability to work quickly and accurately, analyze information, and make decisions.
• Willingness to assume additional responsibilities, duties, and projects as they arise.
• High school diploma or equivalent.

Pay Range: $20.00 - $23.00 hourly

• Medical, prescription, dental, and vision…