Lead CSR/Teller- Trenton, OH- Full Time

Fifth Third Bank • Trenton, OH

1d • Onsite

About The Position

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

The position deepens customer relationships by listening to customer needs, addressing questions and issues, communicating promptly, protecting confidential information, and adhering to ethical conduct standards. Operational duties include supporting monthly cash counts and financial center requests, maintaining office operations and balancing records, resolving outages, staying current on policies and procedures, and helping train newly hired Customer Service Representatives. The Lead CSR/Teller also identifies customer needs and makes and tracks referrals to bankers and business partners. No supervisory responsibilities are assigned.

The role is based in a normal office environment in Trenton, Ohio. Work involves extensive cash handling and viewing computer screens, contact with the public, and flexibility in scheduling. Fifth Third describes its total rewards as including comprehensive benefits and differentiated compensation, but specific benefit offerings and salary figures are not provided in the posting.

Requirements

• High school diploma or GED.
• Extensive cash handling is involved.
• 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 use 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

• Provide excellent customer service and guide customers to appropriate business partners for consultative conversations.
• Listen to customers, ask questions to understand their needs, follow up on inquiries, and find solutions to issues.
• Respond promptly to correspondence and keep communication clear.
• 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, find and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures and follow established guidelines in decision-making.
• 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.
• Manage, monitor, and report risks while operating within the Bank's risk appetite.

Benefits

• The employer describes 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