Customer Care Advisor

Position Summary 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. 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 customersEducation & ExperienceKnowledge of:
•   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 bankingAbility to:
•   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 environmentEducation and Training:
•   Requires High School diploma
•   Requires knowledge of Microsoft Office
•   Previous banking experience preferred, but not required