Lead CSR/ Teller- Mack, OH (Mack Bridgetown)- Full Time

Fifth Third Bank • Mack, OH

2d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, helps customers identify where their financial needs can be met, and refers them to appropriate bankers or business partners for consultative conversations. The role handles the most complex Customer Service Representative duties and requires considerable independent judgment. It is accountable for managing risk, following bank policies and procedures, maintaining customer confidentiality, and contributing to a positive customer experience.

The position supports the efficient operation of the financial center, including cash counts, reporting requests, balancing records, resolving outages, and assisting colleagues. It also helps train newly hired Customer Service Representatives and maintains current knowledge of retail products, services, policies, and procedures. The position is based in a normal office environment in Cincinnati, Ohio.

Requirements

• High school diploma or GED.
• Extensive cash-handling work.
• 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.
• Demonstrate the company’s 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 listen to customers to understand their needs.
• Follow up on customer questions and find solutions to address issues.
• Respond to correspondence in a timely manner and maintain clear communication.
• Protect the confidentiality of customer business and follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Collaborate with the Financial Center Manager to complete monthly cash counts.
• Partner with the Financial Center Manager to gather and report monthly FCA requests.
• Perform daily office responsibilities with Customer Service Representatives and Bankers to maintain efficient office operations.
• Maintain a balancing record in accordance with policy, find and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures, including changes.
• Use sound judgment and follow established guidelines and procedures.
• 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.
• Use appropriate tools to track referrals sent to personal bankers and business partners.
• 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