Lead CSR/ Teller- Mack, OH (Mack Bridgetown)- Full Time

Fifth Third Bank • Mack, OH

3d • Onsite

About The Position

The Lead Customer Service Representative/Teller provides excellent customer service, refers customers to appropriate business partners for consultative conversations, and performs the most complex CSR duties with considerable independent judgment. The role is accountable for managing risk, following policies and procedures, and helping ensure positive experiences for customers and colleagues.

The position supports customer relationships by listening to customers’ needs, addressing questions and issues, communicating responsively, and protecting confidential customer information. It also helps maintain efficient financial center operations, supports cash-counting and reporting activities, keeps balancing records in line with policy, and assists with training newly hired Customer Service Representatives. The role identifies customer needs and makes referrals to Bankers and business partners using the appropriate tracking tools.

This is a full-time position in a normal office environment in Cincinnati, Ohio. The work includes extensive cash handling and viewing computer screens, and requires flexibility in scheduling. No supervisory responsibilities are listed.

Requirements

• High school diploma or GED.
• Extensive cash handling is involved.
• 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’ specific needs, ask questions to understand them, and guide customers to appropriate financial services.
• Follow up on customer questions and find solutions to issues.
• Respond to correspondence in a timely manner and maintain clear communication.
• 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.
• Partner with the Financial Center Manager to gather and report monthly FCA requests.
• Perform daily office responsibilities with CSRs and Bankers to support efficient office operations.
• Maintain a balancing record in accordance with policy, identify and correct outages, and assist others as needed.
• Maintain current knowledge of bank policies and financial center procedures.
• 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 for consultative conversations.
• 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.
• Manage, monitor, and report risks while operating within the Bank’s risk appetite.

Benefits

• Comprehensive benefits programs intended 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