Lead CSR/Teller - South Chicago Heights - Full-Time

Fifth Third Bank • South Chicago, IL

4d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, understands customers’ financial needs, and refers them to appropriate bankers and business partners for consultative conversations. The role performs the most complex Customer Service Representative duties with considerable independent judgment, maintains customer confidentiality, and supports positive customer experiences while following bank policies, procedures, and risk-management requirements.

The position supports the efficient operation of the financial center by handling daily office responsibilities, maintaining accurate balancing records, identifying and correcting outages, coordinating monthly cash counts and FCA requests with the Financial Center Manager, and helping train newly hired Customer Service Representatives. It also requires in-depth knowledge of retail policies and procedures, extensive cash handling, public interaction, and scheduling flexibility. The position works in a normal office environment with extensive computer-screen viewing.

Requirements

• High school diploma or GED.
• Ability to perform 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.
• Ability to act as a leader and resource for customers and the platform team.
• Ability to demonstrate the company’s core values: work as one bank, take accountability, be respectful and inclusive, and act with integrity.
• Flexibility in scheduling.
• Ability to adhere to dress code guidelines.
• Ability to view computer screens extensively.

Responsibilities

• Listen to customers, understand their specific needs, ask questions, and guide them to appropriate solutions and financial resources.
• Follow up on customer questions, resolve issues, and communicate responsively and clearly.
• Protect customer confidentiality 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 maintain 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 for consultative conversations.
• Maintain working knowledge of Retail products and services and use appropriate tools to track referrals.
• Manage, monitor, and report risks while following the Bank’s risk appetite, policies, and procedures.
• 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