Lead CSR/Teller - Glen Ellyn - Full Time

Fifth Third Bank•Glen Ellyn, IL

8d•$43,680 - $67,700•Onsite

About The Position

The Lead CSR/Teller provides customer care for daily banking transactions, inquiries, and problem resolution in accordance with Fifth Third Bank policies. The role handles the most complex CSR duties with considerable independent judgment, refers customers to appropriate business partners for relevant products and services, and follows risk-management and compliance policies. The Lead CSR/Teller also supports efficient financial center operations, serves as a resource for CSR questions, monitors work behind the CSR line, delegates tasks, and assists with training and development. The position is located in Glen Ellyn, Illinois, and is full time.

Requirements

High school diploma or GED.
At least 3 years of CSR experience, typically required to acquire the in-depth knowledge of retail policies and procedures needed to perform the duties with minimal supervision.
Ability to perform advanced math functions.
Ability to interact comfortably and confidently with the public.
Professional written and verbal communication skills appropriate to a business setting.
Ability to take initiative and use sound judgment in decision-making and problem resolution.
Ability to establish oneself as a leader.
Ability to work positively and effectively with coworkers and management in a team environment.
Flexibility in scheduling.

Responsibilities

Provide friendly, timely, and responsive customer service, resolve customer issues, and maintain customer confidentiality.
Build rapport with customers and answer their questions or find appropriate answers and solutions.
Follow the Bancorp Code of Business Conduct and Ethics and all applicable policies and procedures.
Perform daily office responsibilities in coordination with the PB, FSR, or FCM to support efficient office operations.
Approve cash withdrawals and check signing, approve ACE transactions, handle night deposits, and perform the Dual Key Process.
Maintain a personal balancing record, identify and correct outages, and seek assistance for more difficult errors.
Stay current on bank policies and financial center procedures and apply sound judgment within established guidelines.
Train and develop new or existing CSRs as needed and help identify other CSRs who can train new staff.
Monitor operations behind the CSR line, delegate work, and escalate issues to the Customer Services Manager as needed.
Serve as a resource for CSR activities, answer questions, resolve customer issues, and help keep CSRs informed about procedures.
Meet or exceed sales referral expectations set by management.
Build product and service knowledge through self-directed learning, formal education, seminars, and in-house training.
Initiate conversations to identify customer needs and refer customers to business partners for sales and cross-selling opportunities.
Identify, assess, manage, monitor, and report risks while operating within the Bank's risk appetite.