Additional Duties:

• Ensure customer satisfaction and retention
• Deliver technical, troubleshooting and service support via phone, chat and email
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Attend and participate in training sessions and team meetings
• Ability to adapt to change and respond to all requests in a professional and positive manner
• Maintain customer confidence and protect bank operations by keeping information confidential
• Inform and refer customers when appropriate for products and services
• Perform outbound calls to customers as needed to deliver exceptional service to our customers

WHAT YOU'LL BRING

Knowledge of:

• Strong organizational skills
• Basic knowledge of web browsers, digital offerings and products and services
• Strong attention to customer identification and verification practices
• Possess strong interpersonal, written and verbal communication skills
• Strong time management skills to perform multiple tasks within limited time frames

Ability to:

• Express desire and show the willingness to assist customers and resolve issues
• Ability to work independently and in a fast paced, team environment
• Ability to manage assigned email inbox to ensure all items are worked accurately and timely
• Analyze and solve problems efficiently and accurately
• Maintain mental concentration and visual attention to detail

EDUCATION AND TRAINING

• Requires High School diploma
• Requires knowledge of Microsoft Office
• Previous experience with sales or customer service roles required
• Prior banking or lending experience preferred

STANDARDS OF PERFORMANCE

• Customer Service - Adheres to The Busey Promise service standards set by Service Excellence in order to anticipate and exceed the needs of our customers, both internal and external.
• Functional Knowledge and Technical Skills - Skilled in job-specific knowledge that is necessary to provide the appropriate quantity and quality of work in a timely and efficient manner.
• Accountability - Work behaviors demonstrate responsible personal and professional conduct, which contributes to the overall goals and objectives of Busey.
• Interpersonal Relations (Teamwork) - Interacts effectively with others to establish and maintain smooth working relations.
• Communication - Communicates ideas and information verbally and in writing to ensure that information and messages are understood and have the desired impact.

WORK ENVIRONMENT

Duties are performed in an office setting and include physical demands such as the manual dexterity and skill to operate standard office equipment. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

The above statements are intended to describe the general nature of work being performed by people assigned to this job. They are not intended to be considered an exhaustive list of all responsibilities, duties, and skills of the people so classified.

Busey believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Equal Opportunity Employment is a priority for Busey and all qualified applicants will receive consideration regardless of race, color, religion, national origin, genetic information, sex (including pregnancy), age, sexual orientation, gender (including gender identity and expression), marital status, military status, veterans status, citizenship status, disability, order of protection or any other characteristic protected by applicable law or other non-merit based factors.