Lead CSR/Teller - Golden Gate (Naples FL) - Full Time

Fifth Third Bank • Naples, FL

9d

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and handles the most complex Customer Service Representative duties with considerable independent judgment. The role is accountable for managing risk, following bank policies and procedures, and supporting a positive customer experience while operating within the Bank’s risk appetite.

The position deepens customer relationships by listening to customers’ needs, resolving questions and issues, communicating responsively, and protecting confidential customer information. It supports financial center operations, including cash counts, reporting requests, daily office responsibilities, balancing records, and training newly hired Customer Service Representatives. The Lead CSR/Teller also identifies customer needs and makes referrals to bankers and business partners.

The role works in a normal office environment and involves extensive cash handling and viewing computer screens. Scheduling flexibility is required. The position is located in Naples, Florida.

Requirements

• High school diploma or GED.
• Experience or ability involving extensive cash handling.
• In-depth knowledge of retail policies and procedures sufficient 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 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 when working with the public.

Responsibilities

• Listen to customers’ needs, ask questions to understand them, and guide them to appropriate financial services.
• Follow up on customer questions and find solutions to address issues.
• Respond to correspondence promptly and maintain clear communication.
• 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 maintain efficient office operations.
• Maintain balancing records in accordance with policy, identify and correct outages, and assist others as needed.
• Stay current on bank policies and financial center procedures and changes.
• 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 for consultative conversations.
• 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