Lead CSR/Teller - Geist - Full Time

As a Lead CSR/Teller at Fifth Third Bank, your primary responsibilities include providing exceptional customer service, facilitating financial conversations between customers and bankers, and managing complex cash handling operations. You will build relationships with customers, ensure compliance with bank policies, and assist in training new employees. Your role is essential in creating a positive customer experience and upholding the bank's standards.

To qualify for the Lead CSR/Teller position at Fifth Third Bank, applicants must have a high school diploma or GED. Experience with cash handling is essential, as well as strong communication skills and the ability to engage effectively with customers. The position requires a good understanding of retail banking policies and the capacity to make sound decisions independently.

Fifth Third Bank emphasizes the importance of customer relationships for Lead CSR/Tellers by providing tools and training to deepen customer connections. You will learn to actively listen to clients, understand their needs, and refer them to appropriate financial products and services, ensuring they receive tailored solutions for their unique situations.

As a Lead CSR/Teller, you will enhance your customer service skills, communication abilities, and financial product knowledge at Fifth Third Bank. Additionally, you will learn to effectively manage cash handling, develop problem-solving techniques in high-pressure situations, and gain experience in ethical decision-making while working within a collaborative team environment.

The work environment for Lead CSR/Tellers at Fifth Third Bank is professional and inclusive, set in a typical office setting with a focus on teamwork and customer service. You will interact with clients daily, ensuring a welcoming atmosphere while managing various operational tasks. The bank promotes a culture of respect and accountability, allowing employees to thrive.

When answering this question, focus on a specific anecdote where you went above and beyond for a customer. Use the STAR method—Situation, Task, Action, Result—to structure your response effectively. Highlight the steps you took, any challenges faced, and the positive outcome for the customer.

In your response, discuss the importance of adhering to banking policies and maintaining accurate records. Emphasize your attention to detail, your ability to recognize potential risks, and how you ensure compliance with regulations to mitigate those risks.

Discuss your approach to actively listen and ask probing questions to uncover customers' financial needs. Mention your ability to build trust and how you use referrals to connect customers with tailored solutions offered by the bank.

Explain your approach to resolving conflicts, emphasizing empathy, active listening, and the importance of remaining calm under pressure. Give an example if possible, focusing on how you turned a negative situation into a positive customer experience.

Here, mention the financial products you are familiar with, such as checking and savings accounts, loans, or investment products. Explain how your familiarity with these products helps you serve customers effectively by understanding their financial goals.

Discuss your organizational skills and prioritize tasks based on urgency and customer needs. Explain your method of keeping detailed records and collaborating with the Financial Center Manager to ensure all duties are managed efficiently.

Research Fifth Third Bank's core values before the interview, and identify aspects that resonate with you—such as integrity, respect, or inclusivity. Discuss how these values guide your work ethic and customer interactions.

Share your thoughts on mentorship and training, illustrating your ability to guide new employees through their initial learning processes. Highlight any previous experience in training or mentoring colleagues, focusing on the value of teamwork in the bank's operations.

Frame your response around the importance of maintaining ethical standards in banking. Emphasize that you would address the matter privately with your co-worker while also considering reporting the issue to management, if necessary, to uphold the integrity of the workplace.

Express your enthusiasm for the position and alignment with the bank’s mission. Highlight your commitment to providing exceptional service and how this role is an excellent opportunity for you to contribute positively to both customers and the community.