Lead CSR/Teller- Trenton, OH- Full Time

Fifth Third Bank • Trenton, OH

2d

About The Position

The Lead CSR/Teller provides excellent customer service, helps customers identify and address their financial needs, and refers them to the appropriate business partners for consultative conversations. This role performs the most complex Customer Service Representative duties with considerable independent judgment while following bank policies and procedures and managing risk. The position supports the efficient operation of the financial center, maintains cash-balancing and reporting processes, and assists with training newly hired Customer Service Representatives. It requires extensive cash handling, in-depth knowledge of retail policies and procedures, sound judgment, and flexibility in scheduling. The role works in a normal office environment and involves extensive viewing of computer screens.

Requirements

• High school diploma or GED.
• Ability to perform extensive cash handling.
• 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 core values: work as one bank, 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 needs, and guide them to appropriate financial resources and business partners.
• Follow up on customer questions and find solutions to address issues.
• Respond to correspondence in a timely manner and maintain clear communication.
• 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 and gather and report monthly FCA requests.
• Perform daily office responsibilities with CSRs and Bankers to maintain efficient office operations.
• Maintain an accurate balancing record, 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 as appropriate.
• Maintain working knowledge of Retail products and services.
• Use appropriate tools to track referrals to personal bankers and business partners.
• Consistently identify, assess, manage, monitor, and report risks while operating within the Bank's risk appetite.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits designed to support employees and their families in 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