Lead CSR/Teller - Glen Ellyn - Full Time

Fifth Third Bank • Glen Ellyn, IL

6d • Onsite

About The Position

The Lead CSR/Teller provides customer care for daily banking transactions, inquiries, and problem resolution in accordance with bank policies. The role performs complex customer service representative duties with considerable independent judgment, refers customers to appropriate business partners for relevant products and services, and manages risks in line with the Bank’s risk appetite and procedures.

The Lead CSR/Teller supports efficient financial-center operations, maintains transaction and balancing controls, and serves as a resource for customer service representatives. The position monitors work behind the CSR line, delegates work, helps train staff, and escalates issues to the Customer Services Manager as needed. It also builds customer relationships, identifies customer needs, and makes referrals toward sales goals.

Requirements

• High school diploma or GED.
• A minimum of 3 years of CSR experience, typically required to acquire the in-depth knowledge of retail policies and procedures needed to perform the duties with minimal supervision.
• Ability to perform advanced math functions.
• Ability to interact comfortably and confidently with the public.
• Professional written and verbal communication skills suitable for a business setting.
• Ability to take initiative and use sound judgment in decision-making and problem resolution.
• Ability to establish oneself as a leader.
• Ability to work positively with coworkers and management in a team environment.
• Flexibility in scheduling.

Responsibilities

• Provide premier customer service for daily transactions, inquiries, and problem resolution; maintain customer rapport and handle correspondence responsively and confidentially.
• Answer customer questions or find answers and solutions, maintaining a friendly and helpful demeanor.
• Follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Perform daily office responsibilities with the PB, FSR, or FCM to support efficient office operations.
• Approve cash withdrawals and check signing, approve ace transactions, handle night deposits, and follow the Dual Key Process.
• Maintain a personal balancing record in line with policy, identify and correct outages, and seek assistance for more difficult errors.
• Keep current on bank policies and financial-center procedures, using sound judgment and following established guidelines.
• Train new and existing CSRs as needed and help identify other CSRs who can train new staff.
• Monitor operations behind the CSR line, delegate work, and take issues to the Customer Services Manager as needed.
• Serve as an office resource for CSR activities, answer questions, find solutions to customer issues and procedural questions, and assist management with keeping CSRs up to date.
• Meet or exceed sales referral expectations set by management.
• Build knowledge of bank products and services through self-directed learning, formal education, seminars, and in-house training.
• Initiate conversations to uncover customer needs and refer customers to business partners for product and service sales and cross-selling.
• Identify, assess, manage, monitor, and report risks while following bank policies and procedures.

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: Senior
• Education Level: High school or GED