Customer Care Advisor

Busey Bank•Edwardsville, IL

About The Position

The Customer Care Advisor serves as an advocate for digital-first customers, building trust and loyalty through service and support. The role manages customer relationships, encourages adoption of digital offerings, and provides proactive assistance. Support is delivered by phone, chat, and email, with outbound calls as needed.

Requirements

High school diploma.
Knowledge of Microsoft Office.
Strong organizational skills.
Basic knowledge of web browsers, digital offerings, products, and services.
Have or be able to obtain a Busey account with online/mobile banking.
Strong interpersonal, written, and verbal communication skills.
Ability to analyze and solve problems efficiently and accurately.
Ability to maintain mental concentration and visual attention to detail.
Ability to manage time effectively.
Demonstrated desire and willingness to assist customers and resolve issues.
Ability to work independently and in a fast-paced team environment.

Nice To Haves

Previous banking experience is preferred, but not required.

Responsibilities

Ensure customer satisfaction and retention.
Deliver technical, troubleshooting, and service support via phone, chat, and email.
De-escalate situations involving dissatisfied customers by offering patient assistance and support.
Attend and participate in training sessions and team meetings.
Adapt to change and respond to requests professionally and positively.
Maintain customer confidence and protect bank operations by keeping information confidential.
Inform customers about and refer them to products and services when appropriate.
Perform outbound calls as needed to provide exceptional customer service.

Benefits

401(k) match
Profit sharing
Employee stock purchase plan
Paid time off
Medical, dental, and vision coverage
Company-paid life insurance and long-term disability
Supplemental voluntary life insurance
Short-term and long-term disability
Wellness incentives
Employee assistance program
Eligible associates may access pre-tax health savings accounts and flexible spending accounts
The role may be eligible for performance-based bonuses or incentives