Care Center Representative (Call Center)

Care Center Representative (Call 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, Roseville 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 :

Pay Range : $21-25 hourly

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.