Senior CSR/Teller - Customer Experience Leader

Fifth Third; Kentwood (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Fifth Third Bank in Kentwood, Michigan seeks a Lead CSR/Teller to deliver exceptional customer service, manage cash responsibilities, and guide teammates in daily branch operations. You will refer customers to bankers and business partners for consultative conversations while maintaining confidentiality and accuracy.

The role requires in-depth knowledge of retail policies, sound judgment, and strong communication with the public.

Qualifications

• 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.

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 judgment in decision making, abiding to established guidelines and procedures.
• Assist in training newly hired Customer Service Representatives.
• 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

Skills

Cash handling

Customer service

Leadership

Policy knowledge

Public interaction

Problem solving

Team training

Education

High school diploma or GED

Tools

Retail banking software

Job description

Fifth Third Bank in Kentwood, Michigan seeks a Lead CSR/Teller to deliver exceptional customer service, manage cash responsibilities, and guide teammates in daily branch operations. You will refer customers to bankers and business partners for consultative conversations while maintaining confidentiality and accuracy.

The role requires in-depth knowledge of retail policies, sound judgment, and strong communication with the public.