Customer Care Advisor

About the Role

The 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.

Key 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
• 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

Requirements & Tech Stack

• Strong organizational skills
• Basic knowledge of web browsers, digital offerings and products and services
• Have or the ability to obtain a Busey account with online/mobile banking
• Leverage strong interpersonal, written, and verbal communication skills
• Analyze and solve problems efficiently and accurately
• Maintain mental concentration and visual attention to detail
• Effectively manage time
• Express desire and show the willingness to assist customers and resolve issues
• Able to work independently and in a fast-paced, team environment

Qualifications

• Requires High School diploma
• Requires knowledge of Microsoft Office
• Previous Banking Experience Preferred, But Not Required

Compensation and Benefits

• Base Pay Range: $19-21/hr
• Role may be eligible for bonus or incentives based on company and individual performance.
• Competitive Total Rewards package including:
• 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
• Employee assistance program
• Pre-tax health savings accounts and flexible spending accounts (eligible associates)