Lead CSR/Teller - Waukegan - Full-Time

Fifth Third Bank•Waukegan, IL

5d•$43,680 - $67,700•Onsite

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 CSR duties with considerable independent judgment. The role supports customer relationships by listening to customer needs, following up on questions, resolving issues, maintaining timely communication, and protecting confidential customer information. The Lead CSR/Teller also supports the financial center’s daily operations, cash controls, and staff training, while observing bank policies, procedures, and risk-management practices. The position requires in-depth knowledge of retail policies and procedures, sound judgment, initiative, confidence interacting with the public, and flexibility in scheduling. It is performed in a normal office environment and involves extensive cash handling and computer-screen viewing. The role has no supervisory responsibilities.

Requirements

High school diploma or GED.
Experience with extensive cash handling.
In-depth knowledge of retail policies and procedures sufficient to perform essential duties with minimal supervision.
Ability to interact comfortably and confidently with the public.
Ability to take initiative and use 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.
Adherence to dress code guidelines.

Responsibilities

Listen to customers’ specific needs, ask questions to understand them, and guide them to appropriate financial services.
Follow up on customer questions, resolve issues, and communicate responsively and clearly.
Protect customer confidentiality 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 CSRs and Bankers to support efficient office 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 follow established guidelines in decision-making.
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.