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 forproductsandservices 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 ensuresthatactions 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 & RESPONSIBILITIES:
o Promote good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
o 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.
o Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
o Maintain a position of trust and responsibility by keeping all customer business confidential.
o Follow the Bancorp Code of Business Conduct and Ethics and other related policies, maintaining ethical behavior at all times.
o Perform daily office responsibilities, working with the PB, FSR, or FCM, to maintain the efficient operation of the office. Where appropriateecessary, daily responsibilities may include the following;
Open and close duties.
Cash withdrawal and check signing approvals.
Approval of ace transactions.
Statement of condition (SOC).
Dual Key Process.
o 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.
o Maintain knowledge of the bank policies and financial center procedures, and take responsibility to keep up to date on any changes.
o Demonstrate sound judgment in decision making, abiding appropriately to established guidelines and procedures.
o 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.
o As Lead, monitor the operation behind the CSR line; delegate work and take issues to Customer Services Manager as needed.
o 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.
o Consistently meet or exceed sales referrals as set by management.
o Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training.
o 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.
o 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.
Fifth Third Bank