Lead Customer Service Representative

4 days ago

Hermitage, United States Fifth Third Full time
Job Title: Lead CSR/Teller

About the Role:

Fifth Third Bank is seeking a highly skilled and experienced Lead CSR/Teller to join our team. As a key member of our financial center, you will be responsible for providing exceptional customer service, resolving complex customer issues, and leading a team of customer service representatives.

Key Responsibilities:

  • Provide premier customer satisfaction by consistently demonstrating a friendly demeanor, can-do attitude, and willingness to help at all times.
  • Develop and maintain a strong rapport with customers, greet them by name, and have knowledge of account ownership.
  • Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
  • Maintain a position of trust and responsibility by keeping all customer business confidential.
  • Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
  • Perform daily office responsibilities, working with the PB, FSR, or FCM, to maintain the efficient operation of the office.
  • Approve cash withdrawals and check signings, as well as ace transactions and night deposits.
  • Maintain a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors.
  • Take responsibility to keep up to date on any changes to bank policies and financial center procedures.
  • Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
  • Perform in the role of training and development personnel for new CSRs and/or existing CSRs as needed.
  • Help to identify any other CSRs who are capable of training new staff members.
  • As Lead, monitor the operation behind the CSR line, delegate work, and take issues to Customer Services Manager as needed.
  • Act as office resource personnel for CSR activity, answering questions and finding solutions to customer issues and financial center procedures.
  • Consistently meet or exceed sales referrals as set by management.
  • Continuously increase knowledge and skills through self-motivation, formal education, seminars, and in-house training.
  • Maintain a well-developed working knowledge of the complete line of products and services offered, taking responsibility to keep up to date and request assistance for further development needs.

Requirements:

  • High school diploma/GED.
  • Minimum of 3 years of CSR experience, with in-depth knowledge of retail policies and procedures.
  • Ability to demonstrate advanced math functions.
  • Must have the ability to interact comfortably and confidently with the public.
  • Must present evidence of ability to communicate via written or verbal format, at a professional level common within a business setting.
  • Work requires the ability to take initiative and utilize sound judgment in decision-making and problem resolution.
  • Must demonstrate the ability to establish self as a leader.
  • Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
  • Need to have flexibility in scheduling.

About Fifth Third Bank:

Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status, or any other legally protected status.

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