Customer Service Representative III

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

Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This position is responsible for acquisition, retention and expansion of new and existing customer relationships. The Customer Service Representative 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 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. At all times, provide superior customer service.

• Effectively interview and profile customers in order to recommend appropriate banking products and services.
• Effectively partner with other business lines within the Bank to identify sales opportunities and provide an outstanding customer experience.
• Process complex transactions such as changing account ownership, living trusts, guardianship accounts, and estate assignments.
• Originate consumer loans, acting as customer advocate to ensure prompt processing of consumer loans.
• 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 needs of customer. Make referrals to other business units for non‑banking products.
• Participate in sales programs to generate new customers.
• Must sell financial products and services to meet referral goals and performance evaluation/personal goals.
• Maintain thorough knowledge of bank products and services.

• Set an example for the CSR staff in the area of customer service and customer advocacy.
• Actively listen to customers, and maintain a friendly, positive, professional attitude. 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.
• Resolve difficult situations using the HEAL guidelines of Hearing out the customer, Easing the tension, Acting to improve the situation, and Leaving a positive impression.
• Look for ways to pleasantly surprise our 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, 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.
• Balance cash drawer independently, maintain cash over and short record within Mechanics Bank’s compliance policy.
• May be assigned the control of the vault cash. Follow guidelines to maintain limits, meet cash shipment requirements, and balance daily.
• Effectively perform 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.

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