Lead CSR/Teller - Naperville South - Full-time
About The Position
The Lead CSR/Teller provides excellent customer service, identifies customer needs, and refers customers to appropriate business partners for consultative conversations. The role handles the most complex Customer Service Representative duties with considerable independent judgment and minimal supervision. It is accountable for managing risk, following policies and procedures, maintaining customer confidentiality, and promoting a positive customer experience. The position supports financial center operations, including cash counts, monthly requests, daily office responsibilities, balancing records, and resolving outages. It maintains knowledge of current retail policies and procedures and assists with training newly hired Customer Service Representatives. The role also builds working knowledge of retail products and services and uses appropriate tools to track customer referrals. No supervisory responsibilities are assigned.
Requirements
- High school diploma or GED.
- Extensive cash-handling work.
- 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.
- Ability to act as a leader and resource for customers and the platform team.
- Demonstrate company core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
- Flexibility in scheduling.
- Adhere to dress code guidelines when working with the public.
Responsibilities
- Listen to customers, understand their financial needs, and guide them to appropriate resources or business partners.
- Follow up on customer questions, resolve issues, and maintain timely, clear communication.
- Protect confidential customer information 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, correct outages, and assist others as needed.
- Keep current on bank policies and financial center procedures and follow established guidelines in decision-making.
- Assist in training newly hired Customer Service Representatives.
- Identify customer needs during interactions and outreach, and refer customers to Bankers and business partners as appropriate.
- Maintain knowledge of retail products and services and use appropriate tools to track referrals.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits programs intended to support employees and their families in physical, financial, emotional, and social well-being.
- Differentiated compensation offerings.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
