EQUAL EMPLOYMENT OPPORTUNITY

Savings Bank of Mendocino County is an Equal Opportunity Employer and employment selections are based on merit, qualifications and abilities. Savings Bank of Mendocino County will consider all qualified applicants for employment and does not discriminate in employment opportunities or practices on the basis of: age, race, religion, color, sex, national origin, sexual orientation, gender identity, protected veteran, disability, or any other status protected by law.

JOB DESCRIPTION-LEVEL 1

Job Title: Customer Service Representative 1

Department: Assigned Banking Center

Reports To: Banking Center Manager/Operations Officer

FLSA Status: Non-exempt, hourly

Salary Grade: 11

Starting Hourly Wage: $21.48

Are you a motivated and high performing individual who has strong customer service and organizational skills, and a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties? Savings Bank of Mendocino County has proudly been serving the needs of our communities since 1903 and is seeking a qualified individual for the role of Customer Service Representative (CSR) in one of our Banking Centers. This is a first level CSR Customer Service position that involves providing WOW customer service; processing routine transactions; maintaining accounts; promoting Bank products and services; and referring customers to designated specialists.

The ideal candidate for this position has 6 months’ experience in both customer service and cash-handling. A successful person in this role has strong communication skills; effective organizational and time management skills; is adept at problem-solving; is highly accountable; has impeccable attention to detail; and is adaptable, dependable, and comfortable interacting with a broad range of individuals. SBMC is excited to add to our team of individuals seeking to fulfill the Bank’s vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provides a superior customer service experience in harmony with our Customer Service Standards and Principles & Professional Standards.
2. Adheres to Bank policies & procedures.
3. Builds relationships using our customer centric methodology and utilizes our lobby coverage methodology (ENGAGE) to ensure each customer is approached and serviced within agreed upon timeframes.
4. Performs all types of banking transactions including but not limited to; deposits, check cashing, cashier’s checks, loan payments, account transfers, safe deposit boxes, stop payments, ordering checks and foreign currency, wire transfers.
5. Assists in servicing and balancing of iTMs.
6. Serves as dual custodian to process night deposits.
7. Maintains an understanding of products, services, technology, and operations.
8. Educates customers on our full range of products and services and provides referrals to designated specialists at the Bank.
9. Cooperates with other departments to ensure a superior customer experience.
10. Completes required trainings and on-going professional development provided.
11. Attends regular staff meetings, daily huddles, 1:1 meetings with their supervisor.
12. Serves as back-up coverage for all banking centers. Reliable transportation required.
13. Other duties as assigned.

• Client Focus: Providing service excellence to internal and external customers.
  • Responds to client needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
  • Shows clients that their perspectives are valued.
  • Strives to meet service standards in all circumstances.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities to go above and beyond.
• Attention to Detail: Working in a conscientious, consistent, and thorough manner.
• Problem Solving: Identifying problems and the solutions to them.
• Fraud Detection and Control: Employing appropriate techniques and procedures for identifying, reporting, and preventing fraud.
• Creativity & Innovation: Sharing ideas, new approaches and possible solutions.
• Product & Technical Knowledge: Understanding the products and services provided.
• Time Management: Organizing and prioritizing tasks to maximize efficiency.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Embracing Diversity: Recognizing, valuing, and leveraging the unique perspectives, experiences, and talents of every individual; promoting cross-cultural understanding, fairness and inclusion throughout the organization.

• High School Diploma or General Education Degree (GED)
• 6 months’ experience in customer service
• 6 months’ experience in cash-handling
• Previous computer experience(keyboarding, email, folders, browsers, apps)

• Previous experience with Microsoft Office Suite(Word, Excel, Outlook)
• Bilingual skills

JOB DESCRIPTION-LEVEL 2

Job Title: Customer Service Representative 2

Department: Assigned Banking Center

Reports To: Banking Center Manager/Operations Officer

FLSA Status: Non-exempt, hourly

Salary Grade: 12

Starting Hourly Wage: $22.30

Are you a motivated and high performing individual who has strong customer service and organizational skills, and a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties? Savings Bank of Mendocino County has proudly been serving the needs of our communities since 1903 and is seeking a qualified individual for the role of Customer Service Representative (CSR) 2 in one of our Banking Centers. This is a level 2 Customer Service position that involves providing WOW customer service; processing transactions; opening and maintaining accounts; promoting new products and services; and referring customers to designated specialists.

The ideal candidate for this position has one year of experience in a CSR, or equivalent position, including processing transactions and new accounts. A successful person in this role has strong communication skills; effective organizational and time management skills; is adept at problem-solving; is highly accountable; has impeccable attention to detail; and is adaptable, dependable, and comfortable interacting with a broad range of individuals. SBMC is excited to add to our team of individuals seeking to fulfill the Bank’s vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provides a superior customer service experience in harmony with our Customer Service Standards and Principles & Professional Standards.
2. Adheres to Bank policies & procedures.
3. Builds relationships using our customer centric methodology and utilizes our lobby coverage methodology (ENGAGE) to ensure each customer is approached and serviced within agreed upon timeframes.
4. Performs all essential job functions and duties of a CSR 1, accurately, efficiently and with minimal supervision.
5. Opens all types of New Accounts, including Safe Deposit boxes.
6. Performs all Vault duties, including incoming and outgoing cash shipments.
7. Establishes Night Depository agreements, as applicable by banking center.
8. Processes counterfeit bills and sends to appropriate governmental agencies.
9. Mentors new CSRs within the scope of the scope of their position.
10. Maintains an understanding of products, services, technology, and operations.
11. Educates customers on our full range of products and services and provides referrals to designated specialists at the Bank.
12. Cooperates with other departments to ensure a superior customer experience.
13. Completes required trainings and on-going professional development provided.
14. Attends regular staff meetings, daily huddles, 1:1 meetings with their supervisor.
15. Serves as back-up coverage for all banking centers. Reliable transportation required.
16. Other duties as assigned.

• Client Focus: Providing service excellence to internal and external customers.
  • Responds to client needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
  • Shows clients that their perspectives are valued.
  • Strives to meet service standards in all circumstances.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities to go above and beyond.
• Attention to Detail: Working in a conscientious, consistent, and thorough manner.
• Problem Solving: Identifying problems and the solutions to them.
• Fraud Detection and Control: Employing appropriate techniques and procedures for identifying, reporting, and preventing fraud.
• Creativity & Innovation: Sharing ideas, new approaches and possible solutions.
• Product & Technical Knowledge: Understanding the products and services provided.
• Time Management: Organizing and prioritizing tasks to maximize efficiency.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Embracing Diversity: Recognizing, valuing, and leveraging the unique perspectives, experiences, and talents of every individual; promoting cross-cultural understanding, fairness and inclusion throughout the organization.
• Career Development and Coaching: Shares knowledge with other employees; mentors others on how to perform work tasks and directs people to the appropriate source for further information.

• High School Diploma or General Education Degree (GED)
• One (1) year of experience in a CSR, or equivalent position, including:
  • Transaction Processing and new accounts experience (completion of SBMC’s new accounts training may substitute for new accounts experience)

• Bilingual skills
• Previous experience with Horizon XE

JOB DESCRIPTION-LEVEL 3

Job Title: Customer Service Representative 3

Department: Assigned Banking Center

Reports To: Banking Center Manager/Operations Officer

FLSA Status: Non-exempt, hourly

Salary Grade: 13

Starting Hourly Rate: $23.60

Are you a motivated and high performing individual who has strong customer service and organizational skills, and a desire to work at a local business dedicated to meeting the financial needs of its customers, validating the investment of its shareholders, and investing its time, money, and expertise to support worthy causes throughout Lake and Mendocino Counties? Savings Bank of Mendocino County has proudly been serving the needs of our communities since 1903 and is seeking a qualified individual for the role of Customer Service Representative (CSR) 3 in one of our Banking Centers. This is a level 3 Customer Service position that involves providing WOW customer service; processing transactions; opening and maintaining accounts; promoting new products and services; mentoring co-workers, and occasionally supervising staff.

The ideal candidate for this position has two (2) years of experience in a CSR, or equivalent position, including processing transactions and new accounts. A successful person in this role has strong communication skills; effective organizational and time management skills; is adept at problem-solving; is highly accountable; has impeccable attention to detail; and is adaptable, dependable, and comfortable interacting with a broad range of individuals. SBMC is excited to add to our team of individuals seeking to fulfill the Bank’s vision of Investing in the future as your local independent bank, committed to the prosperity of our communities, employees and shareholders.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Provides a superior customer service experience in harmony with our Customer Service Standards and Principles & Professional Standards.
2. Adheres to Bank policies & procedures.
3. Builds relationships using our customer centric methodology and utilizes our lobby coverage methodology (ENGAGE) to ensure each customer is approached and serviced within agreed upon timeframes.
4. Performs all essential job functions and duties of a CSR 2, accurately, efficiently and with minimal supervision.
5. Acts as mentor to co-workers, including all types of New Accounts.
6. Signs official checks and approves teller transactions within designated limits.
7. Assists with Certifications.
8. Conducts New Account Review.
9. Supervises staff on a limited basis, within the scope of authority, as needed.
10. Maintains an understanding of products, services, technology, and operations.
11. Educates customers on our full range of products and services and provides referrals to designated specialists at the Bank.
12. Cooperates with other departments to ensure a superior customer experience.
13. Completes required trainings and on-going professional development provided.
14. Attends regular staff meetings, daily huddles, 1:1 meetings with their supervisor.
15. Serves as back-up coverage for all banking centers. Reliable transportation required.
16. Other duties as assigned.

• Client Focus: Providing service excellence to internal and external customers.
  • Responds to client needs in a timely, professional, helpful, and courteous manner, regardless of client attitude.
  • Shows clients that their perspectives are valued.
  • Strives to meet service standards in all circumstances.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities to go above and beyond.
• Attention to Detail: Working in a conscientious, consistent, and thorough manner.
• Problem Solving: Identifying problems and the solutions to them.
• Fraud Detection and Control: Employing appropriate techniques and procedures for identifying, reporting, and preventing fraud.
• Creativity & Innovation: Sharing ideas, new approaches and possible solutions.
• Product & Technical Knowledge: Understanding the products and services provided.
• Time Management: Organizing and prioritizing tasks to maximize efficiency.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Embracing Diversity: Recognizing, valuing, and leveraging the unique perspectives, experiences, and talents of every individual; promoting cross-cultural understanding, fairness and inclusion throughout the organization.
• Career Development and Coaching: Shares knowledge with other employees; mentors others on how to perform work tasks and directs people to the appropriate source for further information.

• High School Diploma or General Education Degree (GED)
• 2 years’ experience in a Customer Service Representative, or equivalent position, including:
  • Transaction Processing and New Accounts

• Bilingual skills
• Previous experience with Horizon XE

• Competitive, market-based pay
• 401(k) plan with maximum 6% employer match
• Profit Sharing plan
• Generous paid time off plans
• Employee Health and Wellness program
• Community volunteer opportunities
• Career development and training opportunities

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is set in a quiet, office environment. The position is generally regarded as light work. Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects, including the human body. While performing the duties of this job, the employee may be required to alternately stand, walk, sit, reach with arms, talk or hear and use hands to write, type, and handle or feel objects, tools or controls. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Some driving may be required.

Employee must possess the ability to read, write, perform basic math functions, understand basic communication and instructions, carry out instructions, complete basic problem-solving and analyzing of information, and make independent decisions within scope of responsibility.

Unless a Banking Center employee has a disability, which prevents them from standing for even a short period of time, Banking Center employees are asked to stand when assisting customers in the lobby or at the teller line or POD. At remodeled offices and/or where ENGAGE has been implemented, this also means standing in the lobbies, ready to approach customers as they enter. Staff trained in new accounts will assist customers at a desk. When there are no customers needing assistance employees can sit in chill zone chairs, guest chairs, stools at the Tech Bar, if applicable, or at ADA work areas, if applicable.

A post-offer physical is not required for this position.