Lead CSR / Teller - Castleton - Indianapolis IN

Fifth Third Bank • Indianapolis, IN

1d • Onsite

About The Position

The Lead CSR / Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and performs the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following bank policies and procedures, acting with integrity, and supporting positive experiences for customers and colleagues.

The position deepens customer relationships by understanding customer needs, following up on questions, resolving issues, and maintaining confidentiality. It also supports financial center operations, including cash counts, reporting requests, daily office responsibilities, balancing records, correcting outages, staying current on procedures, and helping train newly hired Customer Service Representatives. The role identifies customer needs and makes appropriate referrals to Bankers and business partners.

The work is performed in a normal office environment and involves extensive computer-screen viewing and cash handling. Flexibility in scheduling is required. The position is located in Indianapolis, Indiana.

Requirements

• High school diploma or GED.
• Ability to handle extensive cash transactions.
• In-depth knowledge of retail policies and procedures to perform essential duties with minimal supervision.
• Ability to interact comfortably and confidently with the public.
• Ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
• Ability to act as a leader and resource for customers and the platform team.
• Ability to demonstrate company values, work collaboratively, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Ability to adhere to dress code guidelines.

Responsibilities

• Listen to customers, understand their financial needs, and guide them to appropriate solutions or business partners.
• Follow up on customer questions, resolve issues, and communicate responsively and clearly.
• Protect confidential customer information 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 office operations.
• Maintain balancing records in accordance with policy, identify and correct outages, and assist others as needed.
• Stay current on bank policies and financial center procedures, and use sound judgment within 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.
• Maintain working knowledge of retail products and services and use appropriate tools to track referrals.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs intended 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: Mid Level
• Education Level: High school or GED