The Loan Care Advisor will serve as a customer advocate to earn trust and loyalty through unparalleled service and support. The role is responsible for managing the relationships of our loan customers and interacting with our Service Support team as well as our other team specialists to ensure each and every customer is met with service excellence.
WHAT YOU'LL DO
Duties & Responsibilities:
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
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
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.
Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's Equal Opportunity Employment.
As of June 30, 2019, First Busey Corporation (Nasdaq: BUSE) was a $9.61 billion financial holding company headquartered in Champaign, Illinois.
Busey Bank, a wholly-owned bank subsidiary with total assets of $7.66 billion as of June 30, 2019, is headquartered in Champaign, Illinois and has 44 banking centers serving Illinois, 13 banking centers in the St. Louis, Missouri metropolitan area, five banking centers serving southwest Florida and a banking center in Indianapolis, Indiana. Through the Busey Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $7.47 billion. Busey Bank owns a retail payment processing subsidiary, FirsTech, Inc., which processes approximately 28 million transactions per year using online bill payment, lockbox processing and walk-in payments at its 4,000 agent locations in 43 states. More information about FirsTech, Inc. can be found at firstechpayments.com.
Busey Bank was named among Forbes' 2019 Best-In-State Banks—one of five in Illinois and 173 from across the country, equivalent to 2.8% of all banks. ...Best-In-State Banks are awarded for exceptional customer experiences as determined by a survey sample of 25,000+ banking customers who rated banks on trust, terms and conditions, branch services, digital services and financial advice.
TheBANK of Edwardsville, a wholly-owned bank subsidiary of the Company with total assets of $1.95 billion as of June 30, 2019, is headquartered in Edwardsville, Illinois and has 19 banking centers. Through TheBANK of Edwardsville Wealth Management division, the Company provides asset management, investment and fiduciary services to individuals, businesses and foundations. As of June 30, 2019, assets under care were approximately $1.50 billion.
For more information about us, visit busey.com and 4thebank.com.