Lead CSR/Teller - Concord, NC (Concord Main)- Full Time

Fifth Third Bank • Concord, NC

2d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and handles the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, and supporting positive customer experiences while working within the Bank’s risk appetite.

The position deepens customer relationships by listening to needs, answering questions, following up on issues, communicating promptly, and safeguarding confidential customer information. It also supports financial center operations through cash counts, reporting, daily office responsibilities, balancing, resolving outages, staying current on policies, and assisting with training newly hired Customer Service Representatives. During customer interactions and outreach, the Lead CSR/Teller identifies needs and makes appropriate referrals to Bankers and business partners, maintaining knowledge of retail products and using referral-tracking tools.

The position is based in a normal office environment and involves extensive cash handling and viewing computer screens. It requires public interaction, adherence to dress-code guidelines, and flexibility in scheduling. Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation, with compensation varying based on factors such as skills, experience, education, and location.

Requirements

• High school diploma or GED.
• In-depth knowledge of retail policies and procedures sufficient to perform essential duties with minimal supervision.
• Experience or ability to work with extensive cash handling.
• Ability to interact comfortably and confidently with the public.
• Ability to take initiative and exercise sound judgment in decision-making and problem resolution.
• Ability to act as a leader and resource for customers and the platform team.
• Demonstrate company core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Adhere to dress-code guidelines.

Responsibilities

• Provide excellent customer service and guide customers to appropriate business partners for consultative conversations.
• Listen to customers’ needs, ask questions, follow up on inquiries, and find solutions to address issues.
• Communicate responsively and promptly, maintain customer confidentiality, and follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Collaborate with the Financial Center Manager to complete monthly cash counts and gather and report monthly FCA requests.
• Perform daily office responsibilities with CSRs and Bankers to maintain efficient financial center operations.
• Maintain an accurate balancing record, identify and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures, and use sound judgment while following established guidelines.
• Assist in training newly hired Customer Service Representatives.
• Identify customer needs during interactions and outreach, and refer customers to Bankers and business partners as appropriate.
• Build and maintain knowledge of retail products and services and use appropriate tools to track referrals.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs designed to support employees’ and families’ physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED