Lead CSR/Teller - Perrysburg, OH - Full-Time

About the Role

Provide excellent customer care to customers regarding daily transactions, addressing inquiries, and problem resolution, in accordance with Fifth Third Bank policies. Refer customers to the appropriate business partner for products and services uncovered during business interactions and/or conversations. Function in a capacity that performs the most complex duties of a Customer Service Representative (CSR), exercising considerable independent judgment.

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, ensuring actions and behaviors drive a positive customer experience. While operating within the Bank's risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• Customer Service:
  • Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
  • Develop rapport with the customer base, greet by/use name, have knowledge of account ownership, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
  • Act with confidence by answering or finding 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.
• Bank Operations/Transactions:
  • Perform daily office responsibilities, working with the Private Banker (PB), Financial Sales Representative (FSR), or Financial Center Manager (FCM) to maintain the efficient operation of the office.
  • Handle cash withdrawal and check signing approvals.
  • Approve ace transactions.
  • Process night deposits.
  • Follow the Dual Key Process.
  • Maintain a balancing record in line with policy, find and correct outages, and enlist help for more difficult errors.
  • Maintain knowledge of bank policies and financial center procedures, staying updated on any changes.
  • Demonstrate sound judgment in decision-making, abiding by established guidelines and procedures.
• Leadership & Training:
  • Train and develop new CSRs and/or existing CSRs as needed.
  • Identify other CSRs capable of training new staff members.
  • Monitor operations behind the CSR line, delegate work, and escalate issues to the Customer Services Manager as needed.
  • Act as an office resource for CSR activity, answering questions and finding solutions to customer issues and financial center procedures.
  • Assist management in keeping CSRs up-to-date as requested.
• Sales & Development:
  • 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, staying updated and requesting assistance for further development needs.
  • Initiate conversations to uncover customer needs and effectively refer customers to business partners for selling and cross-selling bank products and services.

Requirements

• High school diploma or GED.
• Minimum of 3 years of CSR experience, with in-depth knowledge of retail policies and procedures to perform essential duties with minimal supervision.
• Ability to demonstrate advanced math functions.
• Ability to interact comfortably and confidently with the public.
• Evidence of ability to communicate professionally via written or verbal format in a business setting.
• Ability to take initiative and utilize sound judgment in decision-making and problem resolution.
• Demonstrated leadership ability.
• Ability to work in a team environment, interacting positively with co-workers and management.
• Flexibility in scheduling.

Benefits

Fifth Third’s Total Rewards include comprehensive benefits and differentiated compensation offerings to support employees’ physical, financial, emotional, and social well-being. Benefits include:

• Extensive benefits programs tailored to individual and family needs.
• Base salary reflective of the range for this pay grade across the U.S., with individual salaries varying based on role, skillset, experience, education, and geographic location.

Learn more about our benefits on the 53.com Careers page.

Location

Perrysburg, Ohio 43551