Lead CSR/Teller - Mint Hill, NC- Full Time

Fifth Third Bank•Mint Hill, NC

21h•Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, identifies customer needs, and refers customers to appropriate bankers and business partners for consultative conversations. The role handles the most complex Customer Service Representative duties with considerable independent judgment, while following bank policies and procedures and managing risk. The position supports efficient financial center operations, helps maintain accurate balancing and cash-count records, and assists with training newly hired Customer Service Representatives. It requires extensive cash handling, in-depth knowledge of retail policies and procedures, and flexibility in scheduling. The position is based in a normal office environment and involves extensive viewing of computer screens.

Requirements

High school diploma or GED.
Extensive cash-handling work.
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.
Ability to demonstrate company core values, including accountability, respect and inclusion, integrity, and working as one bank.
Flexibility in scheduling.
Adherence to dress code guidelines.

Responsibilities

Listen to customers, understand their financial needs, and guide them to appropriate services and business partners.
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 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 and apply sound judgment within established guidelines.
Assist in training newly hired Customer Service Representatives.
Identify customer needs during interactions and outreach, refer customers to bankers and business partners, and use appropriate tools to track referrals.
Perform other duties as assigned.