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Lead Customer Service Representative - Wickliffe OH
Company: Fifth Third Bank
Location: Wickliffe, OH
Posted On: 08/26/2009
GENERAL FUNCTION: Manage a fund of cash and process a variety of commercial, savings, and other transactions for customers and the general public. Function in a Senior Customer Service Representative capacity performing the most complex duties of a CSR, exercising considerable independent judgment. ESSENTIAL DUTIES & RESPONSIBILITIES: Perform daily office responsibilities such as, account transactions, account maintenance, customer correspondence, balancing consistently, and completing delegated reports and projects as scheduled. Handle various branch tasks daily, in addition to customer activity, such as, balance and monitor cash items, credit holdover accounts, prepare statement of condition, order and prepare cash shipments and prepare collection items. Promote good customer relations by consistently providing premier customer satisfaction; have a developed rapport with the customer base. Consistently meet or exceed sales goals as set by banking center management for an advanced level of CSR. Maintain a balancing record that is in line with policy; have the ability to find and correct outages and to enlist help as needed for more difficult errors. 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. Initiate sales and be capable of effectively cross-selling bank products and services to customers, so that personal and bank goals are consistently met and/or exceeded. Handle complex customer problems with professionalism. Continuously increase knowledge and skills through self-motivation, formal education, seminars and in-house training. Maintain a position of trust and responsibility by keeping all customer business confidential. Assist as needed in the opening of new accounts and Safe Deposit Boxes. Perform in the role of training and development personnel for new CSR's and /or existing CSR's as needed; help to identify any other CSR's who are capable of training new staff members. As, Lead, monitor the operation behind the CSR line; delegate work and take issues to management as needed. As Lead, act as office resource personnel for CSR activity, answering questions and finding solutions to customer issues and banking center procedures; assist management in keeping CSR's up-to-date as requested. Lead and motivate CSR team in sales efforts towards reaching banking center goals.df-lj More...
Experience
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Work involves extensive cash handling, which requires ability to perform basic math functions. Work involves contact with the public, necessitating the ability to present a professional image. Work requires the ability to properly read and write well enough to communicate in both oral and written form. Position requires an in-depth knowledge of retail policies and procedures in order to perform duties with minimal supervision, which is usually acquired with minimum of 3 years of CSR experience. Work requires the ability to take initiative and utilize sound judgment in decision making and higher level problem solving. Position requires the ability to establish self as a leader, to not only perform in a leadership role, but to also be recognized by others 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. Must have the ability to demonstrate a sales initiative. Need to have flexibility in scheduling.
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