Lead CSR/Teller - Northland-Columbus, OH - Full-Time

Fifth Third Bank•Columbus, OH

12d•Onsite

About The Position

This role provides excellent customer service, handles complex CSR duties with independent judgment, and is responsible for risk management by following policies and procedures. The position requires accountability for driving a positive customer experience and managing risks within the bank's appetite. The Lead CSR/Teller will deepen customer relationships, provide follow-up on issues, maintain confidentiality, and adhere to ethical standards. Operational duties include assisting with cash counts, reporting FCA requests, performing daily office responsibilities, maintaining a balanced record, and staying updated on bank policies and procedures. The role also involves referring customers to Bankers and business partners for consultative conversations and maintaining knowledge of retail products and services.

Requirements

High school diploma/GED.
Work involves extensive cash handling.
Position requires in-depth knowledge of retail policies and procedures, to perform the essential duties with minimal supervision.
Work involves contact with the public, adhere to dress code guidelines.
Must have the ability to interact comfortably and confidently with the public.
Work requires the ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
Act as a leader and a resource for both customers and platform team.
Demonstrate the company’s core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
Need to have flexibility in scheduling.

Responsibilities

Provide excellent customer service in all interactions.
Refer customers to the appropriate business partner for a consultative conversation.
Perform the most complex duties of a CSR, exercising considerable independent judgment.
Be responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures.
Ensure that actions and behaviors drive a positive customer experience.
Identify, assess, manage, monitor, and report risks of all types.
Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guide them to where their financial needs can be met.
Provide follow up to customer questions and find solutions to address issues.
Be responsive and timely with correspondence to keep lines of communication open and clear.
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, always maintaining ethical behavior.
Collaborate with Financial Center Manager to ensure all monthly cash counts are completed.
Partner with Financial Center Manager to gather and report monthly FCA requests.
Perform daily office responsibilities, working with the CSR and Bankers, to maintain the efficient operation of the office.
Maintain a balancing record that is in line with policy. Find and correct outages and assist others as needed.
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 to established guidelines and procedures.
Assist in training newly hired Customer Service Representative.
During customer interactions and Customer Outreach identify customer needs and refer customers to Bankers and business partners, as appropriate, for a consultative conversation.
Build and maintain a working knowledge of the Retail products and services offered.
Utilize appropriate tools for all referrals sent to personal bankers and business partners for tracking purposes.
Perform other duties as assigned.