Customer Service Representative II

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. At all times, provide superior customer service.
*
* What you will do:

**** New Accounts/Sales Activities
*** Effectively interviews and profiles new and existing 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.
* 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.
* 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.
* 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.
** Teller Activities
*** Performs 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.
* Balances cash drawer independently, maintains cash over and short record within Home Street’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 perform project responsibilities as assigned such as processing and balancing ATM, 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.
** Operational Activities
*** Participates in branch audit functions.
* Follows Home Street’s policies and procedures and meet regulatory requirements.
* Performs all other duties as required.
** Service Activities
*** 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.
* 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
** Who you are:
*** Minimum of 2 years 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…