Lead CSR/Teller- Olympia Fields- Full Time

Fifth Third Bank•Olympia Fields, IL

6d•$43,680 - $67,700•Onsite

About The Position

Fifth Third Bank is seeking a Lead CSR/Teller for a full-time position in Olympia Fields. This role involves providing excellent customer care, handling daily transactions, addressing inquiries, and resolving problems in accordance with bank policies. The position requires a high level of independent judgment and accountability for risk management. The Lead CSR/Teller will also be responsible for training new and existing CSRs, monitoring operations, and acting as an office resource. This role is crucial in promoting positive customer relations through exceptional service, building rapport with customers, and maintaining confidentiality. The Lead CSR/Teller will perform daily office responsibilities, approve transactions, manage night deposits, and ensure adherence to dual key processes. Maintaining a balanced record, identifying and correcting outages, and staying updated on bank policies and procedures are key operational duties. The role also involves meeting sales referral goals and continuously enhancing knowledge of bank products and services to identify customer needs and refer them to appropriate business partners.

Requirements

High school diploma/GED.
Minimum of 3 years of CSR experience.
In-depth knowledge of retail policies and procedures.
Ability to demonstrate advanced math functions.
Ability to interact comfortably and confidently with the public.
Ability to communicate via written or verbal format, at a professional level.
Ability to take initiative and utilize sound judgment in decision-making and problem resolution.
Demonstrate the ability to establish self as a leader.
Ability to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
Flexibility in scheduling.

Responsibilities

Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution.
Refer customers to the appropriate business partner for products and services.
Perform the most complex duties of a CSR, exercising considerable independent judgment.
Promote good customer relations by consistently providing premier customer satisfaction.
Develop rapport with the customer base, greet by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
Answer or find the answers to customer questions and find solutions to customer issues.
Maintain all customer business confidential.
Follow the Bancorp Code of Business Conduct and Ethics and other related policies.
Perform daily office responsibilities, working with the PB, FSR, or FCM, to maintain the efficient operation of the office.
Approve cash withdrawals and check signings.
Approve ace transactions.
Manage night deposits.
Adhere to Dual Key Process.
Maintain a personal balancing record in line with policy and have the ability to find and correct outages.
Maintain knowledge of bank policies and financial center procedures, and take responsibility to keep up to date on any changes.
Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
Perform in the role of training and development personnel for new CSRs and /or existing CSRs as needed.
Identify other CSRs who are capable of training new staff members.
Monitor the operation behind the CSR line.
Delegate work and take issues to Customer Services Manager as needed.
Act as office resource personnel for CSR activity, answering questions and finding solutions to customer issues and financial center procedures.
Assist management in keeping CSRs up-to-date as requested.
Consistently meet or exceed sales referrals as set by management.
Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
Maintain a well-developed working knowledge of the complete line of products and services offered.
Initiate conversations to uncover customer needs and be capable of effectively referring customers to business partners for the selling and cross-selling bank products and services.