Lead CSR /Teller- Anderson FC- Cincinnati, OH- Full Time

Fifth Third Bank • Cincinnati, OH

21h

About The Position

The Lead CSR / Teller provides customer care for daily banking transactions, customer inquiries, and problem resolution in accordance with Fifth Third Bank policies. The role performs the most complex CSR duties, using considerable independent judgment, and refers customers to appropriate business partners for products and services that meet their needs. The employee is accountable for managing risk, following policies and procedures, protecting customer confidentiality, and supporting a positive customer experience.

The Lead CSR / Teller helps maintain efficient financial-center operations, completes and approves specified banking transactions, monitors the operation behind the CSR line, delegates work, and serves as a resource for CSR questions and issue resolution. The role also supports the training and development of CSRs, keeps current on bank policies and products, and meets or exceeds sales-referral expectations through customer conversations and referrals.

Requirements

• High school diploma or GED.
• At least 3 years of CSR experience, typically required to acquire the in-depth knowledge of retail policies and procedures needed to perform essential duties with minimal supervision.
• Ability to perform advanced math functions.
• Ability to interact comfortably and confidently with the public.
• Professional written and verbal communication skills appropriate to a business setting.
• Ability to take initiative and use sound judgment in decision-making and problem resolution.
• Ability to establish oneself as a leader.
• Ability to work positively and effectively with coworkers and management in a team environment.
• Flexibility in scheduling.

Responsibilities

• Provide friendly, timely customer service, answer questions, resolve problems, and maintain rapport with customers.
• Protect confidential customer information and follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Perform daily office responsibilities in coordination with the PB, FSR, or FCM to support efficient office operations.
• Approve cash withdrawals and check signing, approve ACE transactions, handle night deposits, and follow the Dual Key Process.
• Maintain a personal balancing record in accordance with policy; identify and correct outages and seek assistance for more difficult errors.
• Keep current on bank policies and financial-center procedures and apply sound judgment within established guidelines.
• Train new or existing CSRs as needed and help identify other CSRs who can train new staff.
• Monitor operations behind the CSR line, delegate work, and escalate issues to the Customer Services Manager as needed.
• Serve as a resource for CSR activities by answering questions, finding solutions, and assisting management in keeping CSRs up to date.
• Meet or exceed sales-referral expectations set by management.
• Develop product and service knowledge through self-motivation, formal education, seminars, and in-house training.
• Initiate conversations to uncover customer needs and refer customers to business partners for bank products and services.

Benefits

• Comprehensive benefits programs supporting employees' and families' physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

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