Customer Care Advisor

Busey-Bank-2; Edwardsville (IL); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

401(k) match

Profit sharing

Employee stock purchase plan

Paid time off

Medical insurance

Dental insurance

Vision insurance

Life insurance

Job summary

Busey Bank is seeking a Customer Care Advisor to serve as a customer advocate and support digital-first customers with phone, chat, and email interactions.

The role emphasizes resolving issues, de-escalation, and proactive service while maintaining confidentiality and compliance with bank operations. A high school diploma is required with potential for bonuses based on performance.

Qualifications

• Strong organizational skills.
• Basic knowledge of web browsers, digital offerings and products and services.
• Must have or be able to obtain a Busey account with online/mobile banking.
• Excellent written and verbal communication.
• Ability to work independently and in a fast-paced, team environment.

Responsibilities

• Provide customer care and support via phone, chat, and email.
• Deliver technical troubleshooting and service support to digital-first customers.
• De-escalate situations and provide patient assistance.
• Attend training sessions and team meetings.
• Maintain confidentiality to protect bank operations and customer information.
• Inform and refer customers to appropriate products and services.
• Perform outbound calls to deliver exceptional service.

Skills

Organizational skills

Digital banking knowledge

Microsoft Office

Strong communication

Problem solving

Time management

Independent work

Education

High school diploma

Tools

Microsoft Office

Job description

Position SummaryThe Customer 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 digital-first customers, encouraging the use and adoption of digital offerings while providing proactive support.Duties & ResponsibilitiesEnsure customer satisfaction and retentionDeliver technical, troubleshooting and service support via phone, chat and emailDe-escalate situations involving dissatisfied customers, offering patient assistance and supportAttend and participate in training sessions and team meetingsAbility to adapt to change and respond to all requests in a professional and positive mannerMaintain customer confidence and protect bank operations by keeping information confidentialInform and refer customers when appropriate for products and servicesPerform outbound calls to customers as needed to deliver exceptional service to our customersEducation & ExperienceKnowledge of:Strong organizational skillsBasic knowledge of web browsers, digital offerings and products and servicesHave or the ability to obtain Busey account with online/mobile bankingAbility to:Leverage strong interpersonal, written, and verbal communication skillsAnalyze and solve problems efficiently and accuratelyMaintain mental concentration and visual attention to detailEffectively manage timeExpress desire and show the willingness to assist customers and resolve issuesAble to work independently and in a fast-paced, team environmentEducation and Training:Requires High School diplomaRequires knowledge of Microsoft OfficePrevious banking experience preferred, but not requiredBenefits and CompensationSalary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.(Base Pay Range: $19-$21/hour)Busey provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being—now and in the years to come—are important to us. Busey’s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts. Visit Busey Total Rewards for more information.Equal OpportunityBusey 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.Unsolicited ResumesBusey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (“Agreement”). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.