Lead CSR/Teller - Concord, NC (Concord Main)- Full Time

Fifth Third Bank • Concord, NC

3d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and performs the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, and supporting positive experiences for customers and colleagues. It also serves as a leader and resource for customers and the platform team, and assists in training newly hired Customer Service Representatives.

The position supports financial-center operations, including cash counts, office responsibilities, balancing records, resolving outages, and staying current on bank policies and procedures. It identifies customer needs and connects customers with bankers and other business partners while maintaining knowledge of retail products and services.

The role is based in a normal office environment and involves extensive cash handling and viewing computer screens. Scheduling flexibility is required. Fifth Third describes its total rewards as including comprehensive benefits and differentiated compensation, but does not specify individual benefits in the posting.

Requirements

• High school diploma or GED.
• Extensive cash-handling work.
• In-depth knowledge of retail policies and procedures sufficient 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.
• Demonstrate the company’s core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Adhere to dress code guidelines.

Responsibilities

• Provide attentive, personalized customer service by listening to customers, understanding their needs, and guiding them to appropriate financial resources.
• Follow up on customer questions and find solutions to address issues; communicate responsively and clearly.
• Maintain the confidentiality of customer business and comply with 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, identify and correct outages, and assist others as needed.
• Keep 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 for consultative conversations.
• Build and maintain knowledge of retail products and services.
• Use appropriate tools to track referrals to personal bankers and business partners.
• Perform other duties as assigned.
• Manage, monitor, assess, and report risks while operating within the bank’s risk appetite.

Benefits

• Comprehensive benefits programs designed 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