Lead CSR / Teller - Hammond - Full Time

General Function

Provide excellent customer service in all interactions. Refer customers to the appropriate business partner for a consultative conversation. Responsible for the most complex duties of a CSR, exercising considerable independent judgement. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guiding them to where their financial needs can be met
• Be responsive and timely with correspondence to keep lines of communication open and clear
• 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, always maintaining ethical behavior
• Collaborate with Financial Center Manager to ensure all monthly cash counts are completed
• Partner with Financial Center Manager to gather and report monthly FCA requests
• Perform daily office responsibilities, working with the CSR and Bankers, to maintain the efficient operation of the office
• Maintain a balancing record that is in line with policy
• Find and correct outages and assist others as needed
• Maintain knowledge of the bank policies and financial center procedures and take responsibility to keep up to date on any changes
• Demonstrate sound judgment in decision making, abiding to established guidelines and procedures
• Absorb and train newly hired Customer Service Representatives
• During customer interactions and Customer Outreach, identify customer needs and refer customers to Bankers and business partners, as appropriate, for a consultative conversation
• Build and maintain a working knowledge of the Retail products and services offered
• Utilize appropriate tools for all referrals sent to personal bankers and business partners for tracking purposes
• Perform other duties as assigned

Supervisory Responsibilities

None.

Minimum Knowledge, Skills And Abilities Required

• High school diploma/GED
• Work involves extensive cash handling
• Requires in-depth knowledge of retail policies and procedures, to perform the essential duties with minimal supervision
• Requires contact with the public, adheres to dress code guidelines
• Must have the ability to interact comfortably and confidently with the public
• Requires the ability to take initiative and demonstrate sound judgment in decision-making and problem resolution
• Act as a leader and a resource for both customers and platform team
• Need to have flexibility in scheduling

Location

Hammond, Indiana 46320

Benefits

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

You can learn more about those programs on our 53.com Careers page at: https://www.53.com/content/fifth-third/en/careers/benefits.html or by consulting with your talent acquisition partner.