Lead CSR/Teller - Golden Gate (Naples FL) - Full Time

Fifth Third Bank•Golden Gate, FL

8d•Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, listens to customers’ needs, addresses questions and issues, and refers customers to appropriate bankers or business partners for consultative conversations. The role handles the most complex Customer Service Representative duties and exercises considerable independent judgment while maintaining confidentiality, ethical conduct, and compliance with bank policies and procedures. The position supports the efficient operation of the financial center through cash-count coordination, reporting, daily office responsibilities, maintaining balancing records, resolving outages, keeping current on policies and procedures, and helping train newly hired Customer Service Representatives. It also builds and maintains knowledge of retail products and services and uses appropriate tools to track referrals. The role serves as a resource for customers and the platform team and operates with a focus on risk management and a positive customer experience.

Requirements

High school diploma or GED.
Extensive cash handling.
In-depth knowledge of retail policies and procedures to perform essential duties with minimal supervision.
Ability to interact comfortably and confidently with the public.
Ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
Flexibility in scheduling.
Adhere to dress code guidelines.
Demonstrate the company’s core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.

Responsibilities

Provide excellent customer service and build customer relationships by listening to needs, asking questions, and guiding customers to appropriate financial solutions.
Follow up on customer questions, find solutions to issues, and communicate responsively and clearly.
Maintain confidentiality of customer business and follow the Bancorp Code of Business Conduct and Ethics and related policies.
Collaborate with the Financial Center Manager to complete monthly cash counts and gather and report monthly FCA requests.
Perform daily office responsibilities with Customer Service Representatives and Bankers to support efficient office operations.
Maintain an accurate balancing record, find and correct outages, and assist others as needed.
Maintain current knowledge of bank policies and financial center procedures and follow established guidelines.
Assist in training newly hired Customer Service Representatives.
Identify customer needs during interactions and outreach and refer customers to Bankers and business partners for consultative conversations.
Maintain working knowledge of retail products and services and use appropriate tools to track referrals.
Act as a leader and resource for customers and the platform team.
Perform other duties as assigned.