Lead CSR/Teller- Wilmington, OH- Full Time

Fifth Third Bank • Wilmington, OH

21h • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, helps customers identify and address their financial needs, and refers them to the appropriate bankers or business partners for consultative conversations. The role handles the most complex Customer Service Representative duties and exercises considerable independent judgment while following bank policies, procedures, and risk-management practices.

The position supports the efficient operation of the financial center, including cash-count coordination, reporting requests, daily office responsibilities, balancing records, resolving outages, and helping train newly hired Customer Service Representatives. The Lead CSR/Teller maintains knowledge of retail products, services, policies, and procedures and serves as a leader and resource for customers and the platform team.

Requirements

• High school diploma or GED.
• Ability to handle extensive cash transactions.
• 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 exercise 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.
• Adherence to dress code guidelines.

Responsibilities

• Provide attentive customer service by listening to customers’ needs, asking questions, and guiding them to appropriate financial resources.
• Follow up on customer questions and find solutions to address issues.
• Respond to correspondence promptly and maintain 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 CSRs and Bankers to support efficient financial-center operations.
• Maintain an accurate balancing record, identify and correct outages, and assist others as needed.
• Keep current on bank policies and financial-center procedures and apply sound judgment within 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 as appropriate.
• Maintain working knowledge of retail products and services and use appropriate tools to track referrals.
• Manage and report risks while following applicable policies and procedures.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits designed to support employees’ and families’ 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