Lead CSR / Teller - West Loop - Full Time

Fifth Third Bank•Chicago, IL

17h•Onsite

About The Position

Fifth Third Bank is looking for individuals to join their team and discover a career in banking. This role involves providing excellent customer service, referring customers to appropriate business partners for consultative conversations, and handling complex CSR duties with independent judgment. The position requires accountability for risk management, adherence to policies, and a commitment to driving a positive customer experience. Responsibilities include identifying, assessing, managing, monitoring, and reporting risks. The role focuses on deepening customer relationships through genuine care, listening to needs, and guiding them to financial solutions. It also involves providing follow-up on customer issues, maintaining confidentiality, and adhering to the Bancorp Code of Business Conduct and Ethics. Operational duties include collaborating on cash counts, reporting FCA requests, maintaining daily office responsibilities, ensuring accurate balancing, and correcting outages. The Lead CSR/Teller must stay updated on bank policies and procedures, demonstrate sound judgment, and assist in training new Customer Service Representatives. Referral responsibilities include identifying customer needs during interactions and outreach, referring them to bankers and business partners, and maintaining knowledge of retail products and services. Appropriate tools must be utilized for tracking referrals.

Requirements

High school diploma/GED.
Work involves extensive cash handling.
Position requires in-depth knowledge of retail policies and procedures, to perform the essential duties with minimal supervision.
Work involves contact with the public, adhere to dress code guidelines.
Must have the ability to interact comfortably and confidently with the public.
Work requires the ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
Act as a leader and a resource for both customers and platform team.
Demonstrate the company’s core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
Need to have flexibility in scheduling.

Responsibilities

Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guide them to where their financial needs can be met.
Provide follow up to customer questions and find solutions to address issues.
Be responsive and timely with correspondence to keep lines of communication open and clear.
Maintain a position of trust and responsibility by keeping all customer business confidential.
Follow the Bancorp Code of Business Conduct and Ethics and other related policies, always maintaining ethical behavior.
Collaborate with Financial Center Manager to ensure all monthly cash counts are completed.
Partner with Financial Center Manager to gather and report monthly FCA requests.
Perform daily office responsibilities, working with the CSR and Bankers, to maintain the efficient operation of the office.
Maintain a balancing record that is in line with policy. Find and correct outages and assist others as needed.
Maintain knowledge of the bank policies and financial center procedures and take responsibility to keep up to date on any changes.
Demonstrate sound judgment in decision making, abiding to established guidelines and procedures.
Assist in training newly hired Customer Service Representative.
During customer interactions and Customer Outreach identify customer needs and refer customers to Bankers and business partners, as appropriate, for a consultative conversation.
Build and maintain a working knowledge of the Retail products and services offered.
Utilize appropriate tools for all referrals sent to personal bankers and business partners for tracking purposes.
Perform other duties as assigned.