Lead CSR/Teller - Westnedge (Portage, MI) - Full Time

Fifth Third Bank • Portage, MI

2d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and performs the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, and helping ensure that actions support a positive customer experience.

The position builds customer relationships by listening to needs, following up on questions, resolving issues, communicating clearly, and protecting confidential customer information. It supports efficient financial center operations by coordinating cash counts and FCA requests with the Financial Center Manager, maintaining accurate balancing records, correcting outages, staying current on policies and procedures, and assisting with training newly hired Customer Service Representatives. The Lead CSR/Teller also identifies customer needs and makes referrals to bankers and business partners, using appropriate tools to track referrals.

The role requires a high school diploma or GED, extensive cash handling, in-depth knowledge of retail policies and procedures, sound judgment, initiative, and confidence interacting with the public. The employee serves as a leader and resource for customers and the platform team and must have flexibility in scheduling. Work takes place in a normal office environment and involves extensive computer-screen viewing.

Requirements

• High school diploma or GED.
• Extensive cash-handling experience or capability is required by the nature of the 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 the company’s core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Adhere to dress code guidelines.

Responsibilities

• Provide excellent customer service and guide customers to appropriate business partners for consultative conversations.
• Listen to customers’ needs, ask questions to understand them, follow up on questions, and find solutions to issues.
• Respond to correspondence in a timely and clear manner while maintaining customer confidentiality and ethical conduct.
• 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 financial center operations.
• Maintain balancing records in accordance with policy, 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.
• Perform other duties as assigned.
• Manage and report risks while following bank policies and procedures.

Benefits

• Comprehensive benefits programs designed to support employees and their families, including 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