Lead CSR/Teller - Napier (Benton Harbor, MI) - Full Time

Fifth Third Bank • Benton Harbor, MI

1d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, refers customers to the 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 supporting positive experiences for customers and colleagues.

The position deepens customer relationships by understanding customer needs, resolving questions and issues, communicating responsively, and protecting confidential customer information. It also supports financial center operations, including cash counts, reporting requests, balancing records, daily office responsibilities, and training newly hired Customer Service Representatives. The Lead CSR/Teller identifies customer needs and makes appropriate referrals to bankers and other business partners, while maintaining knowledge of retail products, services, policies, and procedures.

Requirements

• High school diploma or GED.
• Experience or ability involving 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.
• 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

• Listen to customers, understand their needs, and guide them to appropriate financial services or business partners.
• Follow up on customer questions, identify solutions, and communicate responsively and clearly.
• 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 and gather and report monthly FCA requests.
• Perform daily office responsibilities with Customer Service Representatives and Bankers to maintain efficient office operations.
• Maintain balancing records in accordance with policy, find and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures, including 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 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 designed to support employees and their families across 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