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

Fifth Third Bank • Benton Harbor, MI

2d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, listens to customers’ needs, resolves questions and issues, and refers customers to the appropriate bankers or business partners for consultative conversations. The role handles the most complex Customer Service Representative duties and exercises considerable independent judgment while following bank policies and procedures and managing risk.

The position supports efficient financial center operations by coordinating monthly cash counts and FCA requests with the Financial Center Manager, maintaining balancing records, correcting outages, keeping current on bank policies and procedures, and assisting with training newly hired Customer Service Representatives. The Lead CSR/Teller also maintains knowledge of retail products and services and uses the appropriate tools to track referrals.

The role involves extensive cash handling and public interaction in a normal office environment, including extensive viewing of computer screens. Scheduling flexibility is required. Supervisory responsibilities: none.

Requirements

• High school diploma or GED.
• Extensive cash-handling work.
• 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 company 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

• Provide excellent customer service and deepen customer relationships by listening to needs, asking questions, and guiding customers to appropriate financial resources.
• Follow up on customer questions, find solutions to issues, and respond to correspondence in a timely manner.
• Maintain the confidentiality of customer business 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 Customer Service Representatives and Bankers to help maintain 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 use 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 for consultative conversations.
• Maintain working knowledge of retail products and services and use appropriate tools to track referrals.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs designed to support 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