Lead Customer Service Representative – Bank Customer Service Rep
Job Description
If you are a dynamic and driven Customer Service Representative who has the desire to advance your career with a stable and highly regarded financial institution, join our Customer Service team at Fifth Third Bank! We are seeking dedicated Lead Customer Service Representatives to provide excellent customer service in daily transactions, customer inquiries and problem resolution in accordance with Fifth Third Bank policies. As a Lead Customer Service Representative with Fifth Third, you will refer customers to the appropriate business partners for product and service needs uncovered during business transactions and/or conversations. You will exercise considerable independent judgment as you perform daily office responsibilities alongside other staff members to maintain the efficient operation of the financial center. You will consistently meet and exceed sales referral goals as set by management, promote good customer relations with a friendly demeanor and willingness to help at all times and honor customer confidentiality. You will also continuously increase your professional knowledge and skill set through seminars and in-house training, act with confidence to find answers to customer questions and follow the Bancorp Code of Business Conduct and Ethics.
Job Responsibilities
As a Lead Customer Service Representative with Fifth Third Bank, you will develop rapport with the customer base, greet them by name, be responsive and timely with correspondence and problem resolutions and display a caring attitude. You will perform financial center opening and closing duties, provide cash withdrawal, check signing, transaction approvals and manage night deposits. You will also oversee the teller line, balance ATMs and vaults and process credit card applications.
Additional responsibilities of the Lead Customer Service Representative include:
•Initiating conversations with customers to uncover their needs and referring them to the appropriate business partners to meet personal and financial center referral and sales goals
•Personally maintaining a balancing record, finding and correcting errors and asking for help in this process as needed
•Handling customer issues with professionalism and seamlessly directing complex issues to management staff
•Training and developing new and current Customer Service Representatives and identifying other Customer Service Representatives who are capable of training new staff members
•Monitoring operations behind the Customer Service Representative line, delegating work and taking issues to the Customer Service Manager as needed
•Acting as the contact person for financial center personnel in regards to Customer Service Representative activity, answering questions and helping management to keep Customer Service Representatives up-to-date on all changes
•Maintaining up-to-date knowledge of financial center policies, procedures, products and services
Preferred Job Requirements
As a Lead Customer Service Representative with Fifth Third Bank, you must have exceptional interpersonal, written and verbal communication skills, strong leadership skills and excellent time management and problem-solving skills. You must be able to interact confidently and comfortably with the public, take initiative and utilize sound judgment to make decisions and work positively and cooperatively with a team.
Additional preferred requirements for the Lead Customer Service Representative include:
•Minimum 1 year banking experience
•High School Diploma or GED equivalent
•Strong working knowledge of banking retail policies and procedures to the degree that you can perform essential duties with minimal supervision
•Advanced math abilities
•Computer proficiency
•Ability to work a flexible schedule
•Ability to lift up to 25 pounds and stand for most of your shift
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