Lead CSR​/Teller - Ann Arbor West

Lead CSR/Teller – Ann Arbor West – Full Time General Function

Provide excellent customer service in all interactions. Refer customers to the appropriate business partner for a consultative conversation. Exercise substantial independent judgment in the most complex CSR duties. Manage risk through idea exchange, concern escalation, and strict adherence to policies and procedures, ensuring the right outcomes for customers and colleagues while staying within the Bank's risk appetite.

Customer

Experience:

• Deepen relationships by listening to customers' needs and guiding them toward appropriate financial solutions.
• Follow up on customer questions and resolve issues promptly.
• Maintain timely and clear communication.
• Protect customer confidentiality and comply with the Bancorp Code of Business Conduct and Ethics.

Operations:

• Collaborate with the Financial Center Manager to complete monthly cash counts and report FCA requests.
• Perform daily office tasks to support efficient operations, working with CSRs and Bankers.
• Maintain accurate balancing records and correct outages as needed.
• Stay current on bank policies and financial center procedures and exercise sound judgment within guidelines.
• Assist in training newly hired Customer Service Representatives.

Referrals:

• Identify customer needs during interactions and refer them to personal bankers and business partners.
• Maintain knowledge of retail products and services offered.
• Use appropriate tools for all referrals to track and follow up.

Perform other duties as assigned.

Supervisory Responsibilities:

None.

• High school diploma or GED.
• Extensive cash handling experience.
• In-depth knowledge of retail policies and procedures.
• Comfortable and confident interaction with the public.
• Ability to take initiative and exercise sound judgment in decision‑making and problem resolution.
• Leadership and resource skills for both customers and the platform team.
• Demonstrate the company’s core values: one bank, accountability, respect, inclusiveness, and integrity.
• Flexibility in scheduling.

• Normal office environment.
• Extensive computer screen use.

Location:

Ann Arbor, Michigan 48103.

Equal Employment Opportunity – Fifth Third Bank, National Association, is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.