Lead CSR/Teller - Vale Park - Full Time

We connect great people to great opportunities. Discover a career in banking at Fifth Third Bank.

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, achieve results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

Responsibilities

• 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 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 Personal 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, approval of ACE transactions, night deposits, and dual key process.
• Maintain a balancing record that is in line with policy, find and correct outages, and enlist help as needed for more difficult errors.
• Maintain knowledge of bank policies and financial center procedures, staying up to date on any changes.
• Demonstrate sound judgment in decision-making, abiding appropriately to established guidelines and procedures.
• Train and develop new CSRs and/or existing CSRs as needed, and help identify other CSRs capable of training new staff members.
• Monitor the operation behind the CSR line, delegate work, and escalate issues to the 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; assist management in keeping CSRs up-to-date as requested.
• 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.
• Initiate conversations to uncover customer needs and effectively refer customers to business partners for selling and cross-selling bank products and services to meet or exceed personal and Bank goals.

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 via written or verbal format at a professional level common within a business setting.
• Ability to take initiative and utilize sound judgment in decision-making and problem resolution.
• Demonstrated ability to establish self as a leader.
• Ability to work in a team environment, interacting well and positively with co-workers and management.
• Flexibility in scheduling.

Benefits

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities, and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

• Base salary reflective of the range of salary levels for all roles within this pay grade across the U.S., varying based on factors such as role, relevant skillset, experience, education, and geographic location.
• Extensive benefits programs designed to support the individual needs of employees and their families, encompassing physical, financial, emotional, and social well-being.

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

Location: Valparaiso, Indiana 46383