Lead CSR/Teller - Waxhaw, NC (Cureton)- Full Time

Fifth Third Bank • Waxhaw, NC

3d • 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, protecting customer confidentiality, and ensuring that actions support a positive customer experience.

The position supports financial center operations by coordinating cash counts and FCA requests with the Financial Center Manager, maintaining balancing records, resolving outages, keeping current on policies and procedures, and assisting with training newly hired Customer Service Representatives. It also identifies customer needs and makes and tracks referrals to Bankers and other business partners. The role has no supervisory responsibilities and is based in a normal office environment in Waxhaw, North Carolina.

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 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.
• Adherence to dress code guidelines.

Responsibilities

• Listen to customers, ask questions to understand their needs, and guide them to appropriate financial services.
• Follow up on customer questions and find solutions to address issues.
• Communicate responsively and in a timely manner.
• Keep customer business confidential and follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Collaborate with the Financial Center Manager to complete monthly cash counts.
• Partner with the Financial Center Manager to gather and report monthly FCA requests.
• Perform daily office responsibilities with CSRs and Bankers to support efficient office 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.
• Use sound judgment and follow established guidelines and procedures.
• 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.
• Use appropriate tools to track referrals to personal bankers and business partners.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting 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