Lead CSR/Teller - Huber Heights, OH - Full-Time

Fifth Third Bank•Huber Heights, OH

1d•Onsite

About The Position

The Lead CSR/Teller provides excellent customer service in all interactions and refers customers to appropriate business partners for consultative conversations. This role is responsible for the most complex duties of a Customer Service Representative, requiring considerable independent judgment. The individual is accountable for managing risk by openly exchanging ideas, elevating concerns, and adhering to defined policies and procedures. They are expected to consistently act in the best interest of customers and colleagues, driving a positive customer experience, and achieving results by identifying, assessing, managing, monitoring, and reporting risks within the Bank's risk appetite.

Requirements

High school diploma/GED.
Work involves extensive cash handling.
Position requires in-depth knowledge of retail policies and procedures, to perform the essential duties with minimal supervision.
Work involves contact with the public, adhere to dress code guidelines.
Must have the ability to interact comfortably and confidently with the public.
Work requires the ability to take initiative and demonstrate sound judgment in decision-making and problem resolution.
Act as a leader and a resource for both customers and platform team.
Demonstrate the company’s core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
Need to have flexibility in scheduling.

Responsibilities

Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guide them to where their financial needs can be met
Provide follow up to customer questions and find solutions to address issues
Be responsive and timely with correspondence to keep lines of communication open and clear
Maintain a position of trust and responsibility by keeping all customer business confidential
Follow the Bancorp Code of Business Conduct and Ethics and other related policies, always maintaining ethical behavior.
Collaborate with Financial Center Manager to ensure all monthly cash counts are completed.
Partner with Financial Center Manager to gather and report monthly FCA requests.
Perform daily office responsibilities, working with the CSR and Bankers, to maintain the efficient operation of the office.
Maintain a balancing record that is in line with policy. Find and correct outages and assist others as needed.
Maintain knowledge of the bank policies and financial center procedures and take responsibility to keep up to date on any changes.
Demonstrate sound judgment in decision making, abiding to established guidelines and procedures.
Assist in training newly hired Customer Service Representative
During customer interactions and Customer Outreach identify customer needs and refer customers to Bankers and business partners, as appropriate, for a consultative conversation
Build and maintain a working knowledge of the Retail products and services offered
Utilize appropriate tools for all referrals sent to personal bankers and business partners for tracking purposes
Perform other duties as assigned