Sr. Care Center Representative at Mechanics Bank in Walnut Creek, California

Job Description:

Mechanics Bank is currently searching for a Sr. Care Center Representative based in Walnut Creek, CA.

The Sr. Care Center Representative is 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. Provides outstanding customer experiences by consistently providing premier customer service and professional resolution of problems/issues. Handles a variety of customer service and referral calls and chat interactions in a prompt and courteous manner to meet and exceed established goals. Uses knowledge of bank products and services and effective skills to identify and make referrals to meet customers' needs. Performs calls and chats and completes transactions in compliance with regulatory and bank policies and procedures with adherence to bank security policies and confidentiality of bank records and customer information.

What you will do:

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Supports the contact of bank customers and prospects through phone or electronic and chat channels to market an array of financial products and services.
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May be required to support other sales channels with opening of new accounts or assist callers with obtaining services through the appropriate banking departments.
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Utilizes chat library and other tools to communicate with customers in accordance with the bank compliance and other processes. Meets required referral goals per day or work shift. Identifies cross-selling opportunities and recommends other banking products to existing customers.
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Provides telephone support for customers requiring assistance with both traditional and electronic banking products.
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Uses judgment and reasoning skills to solve customer service problems within designated authority to handle chats or calls at point of contact.
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Receives more complex in-coming issues or referral opportunities, and may participate in outbound communication efforts via multiple channels in support of other sales units, as assigned. Contact is focused on retaining or building customer relationships and/or resolving financial issues.
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Collects information about service problems or customer complaints and escalates customer disputes to the appropriate manager for resolution if necessary. Completes research and resolves documentation errors or discrepancies.
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Performs data processing related duties including data entry and data retrieval.
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Performs other operational support tasks as required. Completes reports of completed chats or calls or other data, as required, accurately and timely.
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Communicates and interfaces with other departments to resolve customer relations issues. Follows up on progress of resolution to ensure customer satisfaction.
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May act as a \\"utility\\" employee within the department, moving from assignment to assignment based on business needs of the department, and assists with operational and administrative aspects of Customer Care in a lead role.

Who you are:
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Strong Proficiency with Microsoft Office Suite
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Minimum typing speed of 50 wpm.
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Possess excellent human relations and communications skills.
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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.
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Effectively cope with angry or upset customers and apply appropriate actions to effectively control a telephone call.
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Able to cope with pressure resulting from meeting required productivity levels and deadlines. Able to protect and maintain confidential information.
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Professional in appearance and in verbal communication.
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Demonstrate teamwork in facilitating workflow. High level of cooperation with others and responsive to the Bank's needs.
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High level of accuracy and great attention to detail. Consistently demonstrate tact and discretion.
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Demonstrate excellent customer service skills.
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High School diploma or equivalent required.
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Minimum of 4 years' experience as a call center representative with referral and service functions, customer service representative or financial services representative in a financial institution.
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Thorough knowledge of Bank products, services, operational policies and procedures, and compliance regulations. The ability to effectively resolve customer relations issues as they arise, and perform effective referrals.
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Must be fully cross trained in all Customer Care processes.

- 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.
- To learn more about Mechanics Bank's California privacy and security policies, including your right to a Notice At Collection as a California Resident, please visit .