Lead CSR / Teller

Job Description

Lead CSR / Teller – New Lenox | Fifth Third Bank

The Tone:
This is a full-time role at Fifth Third Bank, located in New Lenox, IL. Fifth Third Bank is a financial organization dedicated to connecting great people to great opportunities, striving to make banking better for its customers. This Lead CSR/Teller role is crucial for ensuring excellent customer service, managing complex duties, and upholding the bank’s commitment to risk management and ethical conduct. Your work will directly contribute to a positive customer experience and efficient branch operations.

The TL;DR
• Role: Full Time
• Location: In-person, New Lenox, IL
• Pay: $43680–$67700 yearly
• Team: Works with CSRs and Bankers, collaborating with the Financial Center Manager. No supervisory responsibilities.
• Mission: To provide excellent customer service by handling complex CSR duties with independent judgment, supporting branch operations, and guiding customers to appropriate financial solutions.

What You’ll Actually Do
• Customer Service: Provide excellent customer service, deepen customer relationships by listening to specific needs, and guide them to appropriate financial solutions.
• Complex Operations: Execute the most complex duties of a Customer Service Representative, exercising considerable independent judgment in daily tasks and problem resolution.
• Financial Center Support: Collaborate with the Financial Center Manager to complete monthly cash counts, gather FCA requests, and ensure the efficient daily operation of the office.
• Customer Referrals: Proactively identify customer needs during interactions and outreach, referring them to Bankers and business partners for consultative conversations, and tracking these referrals.
• Compliance and Training: Maintain a comprehensive knowledge of bank policies and financial center procedures, demonstrate sound judgment in decision-making, and assist in training newly hired Customer Service Representatives.

The Must-Haves
• Background: Lead-level Customer Service Representative with a high school diploma/GED, requiring in-depth knowledge of retail banking policies and procedures.
• Experience: Extensive cash handling experience and the ability to perform essential duties with minimal supervision, demonstrating initiative and sound judgment.
• Skills: Strong interpersonal skills to interact comfortably and confidently with the public, problem-solving abilities, and the capacity to act as a leader and resource for customers and the platform team.