Lead CSR / Teller - Lombard Yorktown - Full Time
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 bank policies and procedures, and supporting a positive customer experience. It also contributes to efficient financial center operations, maintains cash and balancing records, helps train newly hired Customer Service Representatives, and serves as a resource for customers and the platform team. The position requires extensive cash handling, in-depth knowledge of retail policies and procedures, confident interaction with the public, sound judgment, initiative, and flexibility in scheduling. It is based in a normal office environment and involves extensive viewing of computer screens.
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.
- 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
- Listen to customers, understand their needs, and guide them to appropriate financial services and business partners.
- Follow up on customer questions, resolve issues, and respond to correspondence in a timely manner.
- Protect the confidentiality of customer business 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 support efficient office operations.
- Maintain accurate balancing records, 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 as appropriate.
- Maintain working knowledge of Retail products and services and use the appropriate tools to track referrals.
- Perform other duties as assigned.
- Manage, monitor, and report risks while following bank policies and procedures.
Benefits
- Comprehensive benefits programs designed to support employees and their families across physical, financial, emotional, and social well-being.
- Differentiated compensation offerings.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
