Lead CSR/Teller - Naperville South - Full-time
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 policies and procedures, protecting customer confidentiality, and supporting a positive customer experience. It also helps maintain the efficient operation of the financial center, supports cash-control and reporting activities, and serves as a leader and resource for customers and the platform team.
Requirements
- High school diploma or GED.
- Ability to handle extensive cash transactions.
- 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.
- Adherence to dress code guidelines.
Responsibilities
- Listen to customers, understand their needs, and guide them to appropriate solutions and financial services.
- Follow up on customer questions, resolve issues, and communicate responsively and clearly.
- Keep customer business confidential and comply with 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 an accurate balancing record, find and correct outages, and assist others as needed.
- Stay 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 as appropriate.
- Build and maintain knowledge of Retail products and services.
- Use appropriate tools to track referrals to personal bankers and business partners.
- Identify, assess, manage, monitor, and report risks while operating within the Bank's risk appetite.
- Perform other duties as assigned.
Benefits
- Comprehensive benefits programs supporting employees' and families' physical, financial, emotional, and social well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
