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.

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

• Strong organizational skills
• Basic knowledge of web browsers, digital offerings and products and services
• Have or the ability to obtain Busey account with online/mobile banking

Qualifications

• High School diploma
• Knowledge of Microsoft Office

Skills

• 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
• Ability to work independently and in a fast-paced, team environment

Benefits

• 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

Pay

Base Pay Range: $19–$21/hour. Salary 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.