Lead CSR/Teller- Fort Wright, KY (Highland Pike)- Full Time

Fifth Third; Lakeview (KY); On-site; USD 32,000 - 42,000; Full time

Job summary

Fifth Third Bank in Fort Wright, Kentucky, seeks a Lead CSR/Teller to deliver exceptional customer service, guide referrals to bankers and partners, and support daily office operations. You will train new CSRs and ensure adherence to bank policies while maintaining customer confidentiality.

The role requires a high school diploma or GED, strong cash-handling skills, and the ability to engage confidently with the public.

Qualifications

• High school diploma or GED required.
• Extensive cash handling experience.
• In-depth knowledge of retail policies and procedures.
• Ability to interact confidently with the public.
• Strong judgment, initiative and problem-solving skills.

Responsibilities

• Provide excellent customer service and refer customers to appropriate business partners.
• Assist with monthly cash handling tasks and office operations.
• Maintain confidentiality and follow bank policies and procedures.
• Train new Customer Service Representatives and act as a resource for staff.
• Identify customer needs and guide referrals to bankers and partners.

Skills

Cash handling

Retail policies

Public interaction

Initiative

Sound judgment

Leadership

Core values

Flexibility

Education

High school diploma/GED

Job description

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 ensures that 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Experience:

• 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.

Operations:

• 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.
• Assist in training newly hired Customer Service Representative

Referrals:

• 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.
• Position requires in-depth knowledge of retail policies and procedures, to perform the essential duties with minimal supervision.
• Work involves contact with the public, adhere to dress code guidelines.
• Must have the ability to interact comfortably and confidently with the public.
• Work 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.
• Demonstrate the company’s core values, work as one bank, take accountability, be respectful & inclusive, act with integrity.
• Need to have flexibility in scheduling.

WORKING CONDITIONS:

• Normal office environment.
• Extensive viewing of computer screens.

Lead CSR/Teller- Fort Wright, KY (Highland Pike)- Full Time

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. 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.

LOCATION -- Fort Wright, Kentucky 41017

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.

We look forward to finding the right place for you.

Fifth Third is a bank that’s as long on innovation as it is on history. Since 1858, we’ve been helping individuals, families, businesses and communities grow through smart financial services that improve lives. With a commitment to taking care of our customers, employees, communities and shareholders, our goal is not only to be the nation’s highest performing regional bank, but to be the bank people most value and trust.