Lead CSR/Teller - Stickney Point (Sarasota FL) - Full Time

Fifth Third Bank • Sarasota, FL

8d • Onsite

About The Position

The Lead CSR/Teller provides customer care for daily banking transactions, responds to customer inquiries, resolves problems, and refers customers to appropriate business partners for relevant products and services. The role handles the most complex CSR duties and exercises considerable independent judgment while following bank policies, procedures, and risk guidelines. The Lead CSR/Teller is accountable for supporting a positive customer experience and appropriately identifying, managing, monitoring, and reporting risks.

The position supports efficient financial-center operations, performs and approves specified transactions, maintains accurate balancing records, and helps resolve discrepancies. As a lead resource for CSR activities, the employee monitors work behind the CSR line, delegates tasks, answers procedural questions, and supports training and development for new and existing CSRs. The role also promotes bank products and services through customer conversations and referrals, and maintains current knowledge of bank policies, procedures, products, and services. Supervisory responsibilities: none.

Requirements

• High school diploma or GED.
• A minimum of 3 years of CSR experience, typically required to acquire the in-depth retail policy and procedure knowledge needed to perform duties with minimal supervision.
• Ability to demonstrate advanced math functions.
• Ability to interact comfortably and confidently with the public.
• Professional-level 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, confidential customer service and resolve customer questions and issues.
• Refer customers to appropriate business partners for products and services identified during interactions.
• Perform daily office responsibilities in coordination with the PB, FSR, or FCM to help maintain efficient office operations.
• Approve cash withdrawals and check signing, approve ACE transactions, handle night deposits, and perform the Dual Key Process.
• Maintain a 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 follow established guidelines in decision-making.
• Train and develop new or existing CSRs as needed, and help identify 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 an office resource for CSR activity by answering questions and finding solutions involving customer issues and financial-center procedures.
• Assist management in keeping CSRs up to date as requested.
• Meet or exceed sales referral goals set by management.
• Develop product and service knowledge, initiate conversations to uncover customer needs, and refer customers to business partners for sales and cross-selling.
• Follow the Bancorp Code of Business Conduct and Ethics and related policies, and appropriately identify, assess, manage, monitor, and report risks.

Benefits

• Comprehensive benefits programs designed to support employees and their families across physical, financial, emotional, and social well-being.
• Differentiated compensation offerings.

What This Job Offers

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