Lead CSR/Teller- Westerville South, OH- Full Time

Fifth Third Bank • Westerville, OH

6d • Onsite

About The Position

The Lead CSR/Teller provides excellent customer service, identifies customers’ needs, and refers them to appropriate bankers or business partners for consultative conversations. The role performs the most complex Customer Service Representative duties with considerable independent judgment and in-depth knowledge of retail policies and procedures, requiring minimal supervision. The position also supports daily financial center operations, cash balancing and reporting, and training newly hired Customer Service Representatives. The employee is accountable for managing and reporting risk, following bank policies and procedures, protecting customer confidentiality, and contributing to a positive customer experience. This position is located in Westerville, Ohio, and requires scheduling flexibility.

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 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, understand their specific needs, and guide them to appropriate financial services or business partners.
• Follow up on customer questions, resolve issues, and communicate responsively and clearly.
• Protect confidential customer information and follow the Bancorp Code of Business Conduct and Ethics and related policies.
• Collaborate with the Financial Center Manager to complete monthly cash counts and gather and report monthly FCA requests.
• Perform daily office responsibilities with Customer Service Representatives and Bankers to support efficient financial center operations.
• Maintain an accurate balancing record, identify and correct outages, and assist others as needed.
• Keep current on bank policies and financial center procedures, and use sound judgment in accordance with 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.
• Maintain working knowledge of retail products and services and use appropriate tools to track referrals.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting 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