Lead CSR/Teller - Maple Heights, OH - Full Time

Fifth Third Bank; Maple Heights (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

Fifth Third Bank in Maple Heights, OH is seeking a Lead CSR/Teller to provide exceptional customer service, manage daily transactions, and support sales referrals. You will lead CSR activities, balance records, and guide new staff while maintaining confidentiality and adherence to policies.

The role emphasizes teamwork, flexible scheduling, and professional communication while representing Fifth Third Bank in a positive manner.

Qualifications

• High school diploma or GED required.
• Approximately 3 years CSR experience preferred.
• Strong math, written and verbal communication skills required.
• Demonstrated leadership and ability to work in a team.
• Flexibility in scheduling and willingness to adapt to shifts.

Responsibilities

• Provide premier customer service with a friendly demeanor and problem resolution.
• Refer customers to business partners for products and services encountered during interactions.
• Maintain accurate balancing records and handle banking operations per policy.
• Lead CSR/Teller activities and assist management in developing staff.
• Aim to meet or exceed sales referrals as directed by management.

Skills

Customer service

Communication

Leadership

Teamwork

Advanced math

Education

High school diploma/GED

Job description

Make banking a Fifth Third better

We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.

GENERAL FUNCTION:

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 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, 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 DUTIESAND 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.
• Have a developed 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.
• Bank Operations/Transactions:
• Perform daily office responsibilities, working with the PB, FSR, or FCM, to maintain the efficient operation of the office.
• Cash withdrawal and check signing approvals.
• Approval of ace transactions.
• Night deposits.
• Dual Key Process.
• Maintain personally a balancing record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for more difficult errors.
• 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 appropriately to established guidelines and procedures.
• Perform in the role of training and development personnel for new CSRs and /or existing CSRs as needed.
• Help to identify any other CSRs who are capable of training new staff members.
• As Lead, monitor the operation behind the CSR line.
• Delegate work and take issues to Customer Services Manager as needed.
• As Lead, 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 be capable of effectively referring customers to business partners for the selling and cross-selling bank products and services to customers, so that personal and Bank goals are consistentlymetand/orexceeded.

SUPERVISORY RESPONSIBILITIES:

None.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• High school diploma/GED.
• Position requires in-depth knowledge of retail policies and procedures in order to perform the essential duties with minimal supervision, which is usually acquired with a minimum of 3 years of CSR experience.
• Ability to demonstrate advanced math functions.
• Must have the ability to interact comfortably and confidently with the public.
• Must present evidence of ability to communicate via written or verbal format, at a professional level common within a business setting.
• Work requires the ability to take initiative and utilize sound judgment in decision-making and problem resolution.
• Must demonstrate the ability to establish self as a leader.
• Must be able to work in a team environment with the ability to interact well, and in a positive manner, with co-workers and management.
• Need to have flexibility in scheduling.

Lead CSR/Teller - Maple Heights, OH - 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 – Maple Heights, Ohio 44137

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.