Care Center Representative

Mechanics Bank is currently searching for a Care Center Representative (Call Center Representative) to join our team. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person. This role will be working on-site at our Irvine or Walnut Creek locations.

Responsible for servicing the financial needs of clients through all Customer Care communications channels, web chat and phone, while actively contributing to the achievement of the department referral and service goals. Provide outstanding customer experiences by consistently providing premier customer service and professional resolution of problems/issues. Handle a variety of customer service and referral calls and chat interactions in a prompt and courteous manner to meet and exceed established goals.

What you will do:

• Support the contact of bank customers and prospects through phone, electronic and chat channels to market an array of financial products and services.

• May be required to support other sales channels with opening of new accounts or assist callers with obtaining services through the appropriate banking departments.

• Utilize chat library and other tools to communicate with customers in accordance with the bank compliance and other processes.

• Provide telephone support for customers requiring assistance with both traditional and electronic banking products. Use effective and professional telephone skills in receiving and responding to all types of customer telephone inquiries, providing information on bank products, policies, procedures and programs.

• Maintain a solid understanding of the products and services being offered. Use judgment and reasoning skills to solve customer service problems within designated authority to handle chats or calls at point of contact.

• Collect information about service problems or customer complaints and escalates customer disputes to the appropriate manager for resolution if necessary. Complete research and resolves documentation errors or discrepancies.

• Forward more complex problems to management, as required.

Who you are:

• High School diploma or equivalent required.

• Bilingual (Spanish) candidates preferred but not required.

• Minimum of 1 year experience as a call center representative with referral and service functions experience in a bank or financial institution.

• Minimum typing speed of 50 wpm.

• Possess excellent human relations and communications skills.

• Possess friendly demeanor, can-do attitude, and willingness to help at all times. Use questioning and listening skills that support effective telephone communication. Identify and use voice skills to enhance telephone presentation.

• Effectively cope with angry or upset customers and apply appropriate actions to effectively control a telephone call.

• Able to cope with pressure resulting from meeting required productivity levels and deadlines. Able to protect and maintain confidential information.

• Professional in appearance and in verbal communication.

• Demonstrate teamwork in facilitating workflow.

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Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.

• Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.
• Please view Equal Employment Opportunity Posters provided by OFCCPhere.
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