Mechanics Bank is currently searching for a Lead Care Center Representative (Call Center) 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, Corona, Roseville or Walnut Creek offices.

Receives and responds to calls from customers. Provides information requested, investigates issues/problems, and determines resolutions. Oversee and provide direction to agents when required. Assists agents with questions and complicated issues. Keeps abreast of policy and procedure changes. Provides excellent customer service.

What you will be doing:

• Handle customer inquiries. Provide support and direction to agents. Handle escalated calls. Proactively investigate and solve issues/problems. Alert management of issues or concerns that may require escalation.

• Handles general internal and external requests through all Customer Care while ensuring excellent client service standards. Handling general to complex incoming internal & external calls and requests. Works non-traditional schedules (weekends, holidays, extended hours) as required.

• Participates in projects, prepares reports, and reviews certifications and audits as directed. Ensuring satisfactory audit and compliance review results. Assist with Call Center Reporting.

• Protect confidential customer information. Provide input on team performance. Train new employees. Process email when assigned. Perform other assignments and duties as directed by supervisor.

• Assists management in creation and oversight of workflow and processes, and follows up to ensure completion and timeliness of assignments.

Who you are:

• Minimum 5 years banking experience preferred. Call Center experience a plus. Fluency in Spanish a plus

• Bachelor's/4 year college degree highly preferred.

• Proficient with MS Office and internet; core system (FIS preferred)

• Possess excellent human relations, communications and business writing skills.

• Ability to work effectively without direct supervision.

• Ability to comprehend and interpret Bank policies and procedures.

• Possess effective time management and organizational skills.

• Demonstrates teamwork in facilitating workflow. High level of cooperation with others and is responsive to the Bank's needs.

• Exemplary motivation, enthusiasm, professionalism and team skills.

• Have high level of accuracy and great attention to detail.

• Strong analytical and problem solving skills.

• Demonstrates excellent customer service skills.

• Ability to cope with pressure resulting from meeting required deadlines, reporting requirements and training responsibilities.

• Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.

• Ability to handle constant use of tact, discretion and good judgment.

• Ability to read, analyze, and interpret general business periodicals, professional journals, or governmental regulations.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.

Pay Range: $26.15-33.48 an hour

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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