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. Additional experience may be considered in lieu of degree.
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 required.
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.
ADA Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear, and use hands to finger, handle, or feel objects, tools, or controls.
The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate.
#LI-ML1
Pay Range: $20.00 - $31.83 hourly
AIP/Bonus: up to 5%
Our comprehensive employee benefits program is designed for you to live your best life at work, home, and everywhere in between. Employees working 25 hours or more per week are eligible for health benefits effective the first day of the month following or coinciding with their date of hire.
Benefits package includes[1]:
Medical, prescription, dental, and vision coverage for employees and their eligible family members
Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits
Health Savings Account with employer contribution
Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit
401(k) and Roth 401(k) with company contribution
529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program
Supplemental Health plans, Voluntary Legal and Identity Theft Services
11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year
Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply)
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 OFCCP here.
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
California Privacy Policy for Prospective Employees | Mechanics Bank
[1] The benefits listed in this job posting reflect the Bank’s most reasonable and genuinely expected benefits offered for this position.
Skills Required
- High school diploma or equivalent
- Bilingual Spanish (preferred)
- Minimum 1 year call center experience with referral and service functions in a bank or financial institution
- Minimum typing speed of 50 wpm
- Excellent human relations and communication skills
- Friendly demeanor, can-do attitude, strong questioning and listening skills
- Ability to effectively handle angry or upset customers and control calls
- Ability to meet productivity levels and deadlines and protect confidential information
- Professional appearance and verbal communication
- Demonstrated teamwork to facilitate workflow
- Work on-site in Irvine, California
What We Do
HomeStreet Bank is one of the largest community banks in the Northwest, California and Hawaii. Since we began in 1921, we've stayed focused on what we believe is most important: building long-term relationships with our customers and providing ongoing support to our communities. We offer a full range of financial services including commercial banking, commercial lending, consumer banking, mortgage lending, residential construction financing, commercial real estate financing and insurance services. Our primary area of community focus is housing and homes. HomeStreet also supports organizations where our employees have an integral involvement. HomeStreet is an Equal Housing Lender and makes mortgage loans without regard to race, color, religion, national origin, sex, handicap, or familial status. Member FDIC.
