Lead CSR & Teller: Elevate Customer Experience

Fifth Third Bank, N.A.; Columbus (OH); On-site; USD 32,000 - 46,000; Full time

Job summary

Columbus, OH-based Fifth Third Bank, N.A. is hiring for Lead CSR/Teller in Northland, Columbus. This full-time role emphasizes exceptional customer service, cash handling, and knowledge of retail policies while ensuring confidentiality and ethical conduct.

The role involves collaborating with the Financial Center Manager, handling daily office duties, and training new staff, with flexibility in scheduling and a focus on accurate handling of customer referrals and product knowledge.

Qualifications

• High school diploma/GED.
• Extensive cash handling.
• In-depth knowledge of retail policies and procedures.
• Ability to interact confidently with the public.
• Ability to take initiative and demonstrate sound judgment.
• Act as a leader and a resource for both customers and platform team.
• Demonstrate the company’s core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
• Need to have flexibility in scheduling.

Responsibilities

• Deepen relationships and treat customers with genuine care by listening to their specific needs, asking questions to gain deeper understanding, and seamlessly guide them to where their financial needs can be met.
• Provide follow up to customer questions and find solutions to address issues.
• 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 judgement in decision making, abiding to established guidelines and procedures.
• Assist in training newly hired Customer Service Representative
• 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.

Skills

Customer service

Cash handling

Interpersonal communication

Leadership

Education

High school diploma/GED

Job description

Columbus, OH-based Fifth Third Bank, N.A. is hiring for Lead CSR/Teller in Northland, Columbus. This full-time role emphasizes exceptional customer service, cash handling, and knowledge of retail policies while ensuring confidentiality and ethical conduct.

The role involves collaborating with the Financial Center Manager, handling daily office duties, and training new staff, with flexibility in scheduling and a focus on accurate handling of customer referrals and product knowledge.