Regional Customer Care Team Lead, Edwardsville

Position Summary

• Coach, mentor and manage regional team
• Lead new hire, and recurring, training sessions for Customer Care
• Identify system and workflow improvements to enhanced efficiency and experience
• Resolve and respond to escalated customer issues
• Monitor and follow-up on Net Promoter alerts
• Report on Customer Care performance metrics to ensure that service standards are being met

Knowledge of:

• Advanced knowledge of line of business policies, procedures and products
• Advanced knowledge of web browsers, social media platforms and mobile devices
• Strong understanding of roles and responsibilities of employees and operations of a call center
• Have or the ability to obtain a Busey account

Ability to:

• Provide specialized support
• Manage and respond to support requests via live chat, email and social media
• Troubleshoot advanced customer issues/requests
• Possess strong interpersonal, written and verbal communication skills
• Analyze and solve problems efficiently and accurately
• Ability to maintain confidentiality
• Excellent active listening and coaching skills
• Ability to manage time utilizing good judgement and initiative in organizing and prioritizing workload
• Ability to mentor and coach staff to positive customer satisfaction
• Maintain and compile data and statistics for records and reports

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 year's experience in training or coaching role is preferred
• Previous experience in call center management preferred

Benefits and Compensation

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.

(Base Pay Range: $23-$30/hour)

Busey (FirsTech) 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 (FirsTech'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 (FirsTech) Total Rewards for more information.

Equal Opportunity

Busey (FirsTech) 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 (FirsTech's) commitment of delivering service excellence. Busey (FirsTech) is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's (FirsTech's) Equal Opportunity Employment.

Unsolicited Resumes

Busey 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.