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

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.

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.