Lead new hire and recurring training sessions for Customer Care.
Identify system and workflow improvements to enhance efficiency and experience.
Resolve and respond to escalated customer issues in a timely manner.
Monitor and follow up on survey alerts.
Provide service and technical quality assessments.
Report on and ensure team is achieving desired service levels and performance metrics.
Education and Training
Requires high school diploma; some college preferred
Requires knowledge of Microsoft Office and Microsoft Excel
Previous banking and customer service experience
Prior experience in roles identifying customer needs to expand relationships while offering outstanding service; 1-2 years of experience in sales or customer facing roles preferred
1-2 years of experience in training, coaching or call canter management role preferred
Advanced knowledge of line of business policies, procedures and products
Advanced knowledge of digital channels and applicable services
Have or the ability to obtain a Busey account with online/mobile banking
Manage and respond to escalated customer issues/requests
Possess strong interpersonal, written and verbal communication skills
Analyze and solve problems efficiently and accurately
Manage time, utilizing good judgment and initiative in organizing and prioritizing workload
Ability to coach team to achieve high service, sales and technical performance
Maintain and compile data and statistics for records and reports
Advanced conflict resolution skills required
EOE of Minorities/Females/Vets/Disabilities
Internal Number: REGIO02873
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.