Customer Service Representative II, Retail - Ballard, WA - FT 40

mechanicsbank; Seattle (WA); On-site; USD 42,000 - 52,000; Full time

Job summary

Mechanics Bank is seeking a Customer Service Representative II at the Ballard Branch. The role focuses on acquiring, retaining, and expanding customer relationships while delivering exceptional service.

You will handle new accounts, teller tasks, and branch operations, aiming to exceed referral goals and maintain strong customer relationships. A two-year cash handling background and banking experience are preferred.

Qualifications

• Two years cash handling and customer service experience.
• Banking experience preferred; experience in opening new accounts is a plus.
• Demonstrated success in cross-selling banking services and products.
• Excellent written and oral communication skills.
• Proficient PC skills; Word and Excel; teller software experience preferred.

Responsibilities

• Interview and profile customers to determine banking needs and recommend appropriate products.
• Partner with other bank lines to identify sales opportunities and enhance customer experience.
• Open and close customer accounts (checking, savings, CDs, IRAs).
• Cross-sell products and refer non-banking needs to other units; meet referral goals.
• Support branch lobby management and deliver exceptional customer service.
• Maintain thorough knowledge of bank products and services and act professionally at all times.
• Perform teller duties: deposits, withdrawals, transfers, and balance cash drawer.
• Complete operational tasks and branch procedures; assist with audits and daily reporting.
• Deliver service with STAR principles: seamless, trustworthy, attentive, resourceful.

Skills

Customer service

Cash handling

Cross-selling

Communication

Dependability

Education

High school diploma or equivalent

Tools

Teller software

Banking software

Job description

Mechanics Bank is currently searching for a full time Customer Service Representative II to join our team at our Ballard 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 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 Mechanics Banks 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 Mechanics Bank 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.
• Additional experience may be considered in lieu of degree.
• 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, 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, to analyze information and make decisions.
• Willingness to assume additional responsibilities/duties/projects as they arise.
• High school diploma or equivalent.

ADA Requirements:

The physical demands described here are re