Lead CSR/Teller- Sylvania, OH- Full Time

Fifth Third Bank • Sylvania, OH

21h • 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 duties of a Customer Service Representative with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, and supporting positive customer experiences while operating within the Bank’s risk appetite.

The position deepens customer relationships through attentive listening, follow-up, issue resolution, and clear communication. It also supports financial center operations, including cash-count coordination, monthly reporting requests, balancing records, daily office responsibilities, policy knowledge, and training newly hired Customer Service Representatives. The Lead CSR/Teller identifies customer needs and makes appropriate referrals to Bankers and business partners, tracking referrals with the appropriate tools. The role has no supervisory responsibilities.

Requirements

• High school diploma or GED.
• Ability to handle extensive cash transactions.
• In-depth knowledge of retail policies and procedures sufficient 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.
• Adherence to dress code guidelines when interacting with the public.

Responsibilities

• Provide excellent customer service and deepen customer relationships by listening to customers’ needs, asking questions, and guiding them to appropriate financial services.
• Follow up on customer questions, resolve issues, and communicate responsively and clearly.
• Keep customer business confidential 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 CSRs and Bankers to maintain efficient office operations.
• Maintain a balancing record in accordance with policy, identify and correct outages, and assist others as needed.
• Maintain current knowledge of bank policies and financial center procedures.
• 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 for consultative conversations.
• Maintain working knowledge of Retail products and services.
• Use appropriate tools to track referrals to personal bankers and business partners.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting 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