CSR/Teller - US 31 South (Traverse City, MI) - Full Time

Fifth Third Bank•Traverse City, MI

1d•Onsite

About The Position

The CSR/Teller provides customer care for daily banking transactions, responds to inquiries, and resolves problems in accordance with Fifth Third Bank policies. The role refers customers to appropriate business partners when conversations reveal needs for bank products or services. It is accountable for managing risk, following policies and procedures, and supporting positive experiences for customers and colleagues. The position promotes customer satisfaction through friendly, responsive service; develops rapport and knowledge of customer account ownership; protects customer confidentiality; and follows the Bancorp Code of Business Conduct and Ethics. It performs daily office responsibilities, maintains accurate balancing records, identifies and corrects outages, stays current on bank policies and procedures, and routes complex customer problems to the Lead Customer Service Representative or other leadership as needed. The CSR/Teller works toward referral goals by identifying customer needs, referring customers to business partners, and using the appropriate tools to track and monitor referral progression and fulfillment. The role participates in huddles and meetings and continues developing product and service knowledge through self-directed learning, formal education, seminars, and in-house training. The position has no supervisory responsibilities and works in a normal office environment with extended viewing of computer screens. Scheduling flexibility is required.

Requirements

High school diploma or GED.
Ability to perform advanced math functions due to extensive cash handling.
Ability to present a professional image and interact comfortably and confidently with the public.
Initiative to initiate dialogue with customers.
Ability to read and write well enough to communicate orally and in writing.
Knowledge of retail policies and procedures needed to perform the essential duties.
Ability to take initiative and use sound judgment, diplomacy, and tact in problem resolution.
Ability to work positively in a team environment with co-workers and management.
Flexibility in scheduling.

Responsibilities

Provide customer care for daily transactions, inquiries, and problem resolution in accordance with bank policies.
Promote customer satisfaction through friendly, helpful, confident, and timely service.
Build rapport with customers and maintain knowledge of account ownership.
Keep customer business confidential and follow the Bancorp Code of Business Conduct and Ethics and related policies.
Perform daily office responsibilities in coordination with the platform team.
Maintain balancing records in accordance with policy; identify and correct outages and enlist help when needed.
Keep current on bank policies and financial center procedures.
Handle consumer and business customer problems professionally and direct complex issues to the Lead Customer Service Representative or other leadership.
Use sound judgment and follow established guidelines and procedures.
Meet or exceed management-set sales referral goals.
Participate in daily huddles, sales meetings, and staff meetings.
Maintain knowledge of the bank's retail products and services and seek assistance for further development as needed.
Initiate conversations to uncover customer needs and refer customers to appropriate business partners.
Use appropriate tools to track referrals and regularly review tools and dashboards to monitor referral progress and fulfillment.
Increase knowledge and skills through self-motivation, formal education, seminars, and in-house training.