Lead CSR/Teller - Harvey - Full Time

Fifth Third Bank • Harvey, IL

8d • $43,680 - $67,700 • Onsite

About The Position

Fifth Third Bank is seeking a Lead CSR/Teller to provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. This role involves referring customers to appropriate business partners for products and services. The Lead CSR/Teller will perform the most complex duties of a CSR, exercising considerable independent judgment. This position is responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures. The role ensures that actions and behaviors drive a positive customer experience and achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Requirements

• High school diploma/GED.
• Position requires in-depth knowledge of retail policies and procedures in order to perform the essential duties with minimal supervision, which is usually acquired with a minimum of 3 years of CSR experience.
• Ability to demonstrate advanced math functions.
• Must have the ability to interact comfortably and confidently with the public.
• Must present evidence of ability to communicate via written or verbal format, at a professional level common within a business setting.
• Work requires the ability to take initiative and utilize sound judgment in decision-making and problem resolution.
• Must demonstrate the ability to establish self as a leader.
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
• Need to have flexibility in scheduling.

Responsibilities

• Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
• Develop a 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.
• Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
• 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, maintaining ethical behavior at all times.
• Perform daily office responsibilities, working with the PB, FSR, or FCM, to maintain the efficient operation of the office.
• Perform cash withdrawal and check signing approvals.
• Approve ace transactions.
• Handle night deposits.
• Follow Dual Key Process.
• Maintain a personal balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors.
• 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 appropriately to established guidelines and procedures.
• Perform in the role of training and development personnel for new CSRs and /or existing CSRs as needed.
• Help to identify any other CSRs who are capable of training new staff members.
• As Lead, monitor the operation behind the CSR line.
• Delegate work and take issues to Customer Services Manager as needed.
• As Lead, 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, taking responsibility to keep up to date and request assistance for further development needs.
• 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 to customers, so that personal and Bank goals are consistently met and/or exceeded.

Benefits

• Comprehensive benefits and differentiated compensation offerings
• Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.
• Extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

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