Lead CSR/Teller - Del Prado (Cape Coral FL) - Full Time

Fifth Third Bank • Coachella, CA

9d • 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 Customer Service Representative duties with considerable independent judgment. The role is accountable for identifying, assessing, managing, monitoring, and reporting risks while following bank policies and procedures and promoting a positive customer experience.

The position deepens customer relationships through attentive service, follow-up, clear communication, and confidentiality. It supports financial center operations by coordinating monthly cash counts and FCA requests with the Financial Center Manager, maintaining balancing records, resolving outages, completing daily office responsibilities, staying current on policies and procedures, and assisting with training newly hired Customer Service Representatives. The Lead CSR/Teller identifies customer needs and makes appropriate referrals to Bankers and business partners, maintaining knowledge of retail products and using referral-tracking tools.

The role involves extensive cash handling and public contact, requires adherence to dress-code guidelines, and is performed in a normal office environment with extensive computer-screen viewing. Scheduling flexibility is required. No supervisory responsibilities are assigned. The position is located in Cape Coral, Florida.

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.
• Ability to 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.

Responsibilities

• Provide excellent customer service and guide customers to appropriate financial services and business partners.
• Listen to customers, identify their needs, ask questions, follow up on inquiries, and find solutions to issues.
• Communicate responsively and maintain confidentiality of customer business.
• 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 support efficient office operations.
• Maintain balancing records, identify and correct outages, and assist others as needed.
• Stay current on bank policies and financial center procedures and use sound judgment within established guidelines.
• 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

• 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