Loan Care Advisor
Busey Bank
Position Summary
The Loan 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 loan customers and interacting with our Service Support team as well as our other team specialists to ensure each and every customer is met with service excellence.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 customers
Education & Experience
Knowledge of:
- Strong organizational skills
- Basic knowledge of web browsers, digital offerings and products and services
- Strong attention to customer identification and verification practices
- Possess strong interpersonal, written and verbal communication skills
- Strong time management skills to perform multiple tasks within limited time frames
Ability to:
- Express desire and show the willingness to assist customers and resolve issues
- Ability to work independently and in a fast paced, team environment
- Ability to manage assigned email inbox to ensure all items are worked accurately and timely
- Analyze and solve problems efficiently and accurately
- Maintain mental concentration and visual attention to detail
Education and Training:
- Requires High School diploma
- Requires knowledge of Microsoft Office
- Previous experience with sales or customer service roles required
- Prior banking or lending experience preferred
- Bilingual 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: $18-$21/hour)
Busey 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 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 Total Rewards for more information.
Equal Opportunity
Busey 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 commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’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.