Lead CSR / Teller - Castleton - Indianapolis IN

Fifth Third Bank • Castleton, VT

2d • 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 policies and procedures, maintaining customer confidentiality, and supporting positive experiences for customers and colleagues.

The position deepens customer relationships by listening to needs, following up on questions, resolving issues, and communicating responsively. It supports financial center operations by coordinating cash counts and FCA requests with the Financial Center Manager, maintaining balancing records, correcting outages, keeping current on policies and procedures, and assisting with training newly hired Customer Service Representatives. The role identifies customer needs and makes and tracks referrals to Bankers and business partners.

The position is based in a normal office environment in Indianapolis, Indiana. Work involves extensive cash handling and computer screen viewing, contact with the public, and flexibility in scheduling. Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation, but does not specify particular benefits in this posting.

Requirements

• High school diploma or GED.
• Extensive cash handling experience or ability to perform work involving extensive cash handling.
• 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.
• Act as a leader and resource for customers and the platform team.
• Demonstrate company 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 excellent customer service and guide customers to the appropriate business partner for consultative conversations.
• Listen to customers' needs, ask questions, follow up on questions, and find solutions to issues.
• Communicate responsively and keep customer business confidential.
• 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 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.

Benefits

• Fifth Third describes its Total Rewards as including comprehensive benefits and differentiated compensation offerings designed to support employees and their families' physical, financial, emotional, and social well-being; specific benefits are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED